摘要
目的利用我院微信公众号就医服务的功能及运营,探索医疗服务和互联网将医院、医生、用户连为一体的联系,促进医院线上就医服务功能的优化、服务质量的提升、患者与医院的良性互动。方法通过对用户反馈整理、用户行为分析、可用性测试以及用户的满意度和净推荐值(Net Promoter Score,NPS)调研,分析我院微信公众号在患者使用过程中存在的可取之处和不足之处,作为优化系统功能的依据。通过减去多余操作步骤,新增流程指引,实现用户对微信公众号功能的使用需求,以及对系统展示界面进行更清晰的划分,增加用户对医院线上服务的黏合度。结果系统优化后,实际操作量较优化前有所提高,到达实际挂号预约成功这一环节人数提高了25%,用户浏览页面耗时量明显下降,且差异有统计学意义(P<0.05)。用户满意度占比由74.00%上升至80.02%,NPS由44.72%提升至56.62%,优化后用户对公众号的满意度显著提升。结论基于微信公众号的就医服务系统优化的必要性极高,可显著提升用户满意度、认可度及用户增长量等,使应用量快速增长。
Objective To use the function and operation of our hospital's WeChat public number for medical services to explore the connection between medical services and the Internet that connects hospitals,doctors,and users as one,and to promote the optimization of the hospital’s online medical service function,the improvement of service quality,and the positive interaction between patients and hospitals.Methods Through the collation of user feedback,user behavior analysis,usability testing,and user satisfaction and Net Promoter Score(NPS)research,we analyzed the desirable features and shortcomings of our hospital’s WeChat public website in the process of patient use as a basis for optimizing system functions.By subtracting redundant operation steps and adding new process guidelines,we realized the user's demand for WeChat public website functions,as well as more clearly delineated the system display interface to increase the user's adhesion to the hospital’s online services.Results After system optimization,the actual operation volume increased compared with that before optimization,the number of people reaching the actual registration and reservation success increased by 25%,and the amount of time spent by users browsing the page decreased significantly,and the difference was statistically significant(P<0.05).The percentage of user satisfaction increased from 74.00%to 80.02%,and NPS increased from 44.72%to 56.62%,and user satisfaction with the public number was significantly improved after optimization.Conclusion The necessity of optimizing the medical care service system based on WeChat public account is extremely high,which can significantly improve the user satisfaction,recognition and user growth,etc.,and make the application volume grow rapidly.
作者
丁如一
李桃
DING Ruyi;LI Tao(Department of Information,Shanghai Sixth People’s Hospital Affiliated to Shanghai Jiao Tong University School of Medicine,Shanghai 200233,China)
出处
《中国医疗设备》
2023年第6期108-113,共6页
China Medical Devices
基金
浦东新区科技发展基金民生科研专项资金(PKJ-2019Y03)。
关键词
互联网医院
微信公众号
就医服务系统
系统优化
internet hospital
WeChat public account
medical access service system
system optimization
