Abstract:

Objective　To explore the influence of WeChat public account one-stop service on outpatient waiting time and the incidence of complaints. Methods　A total of 310 outpatients in Henan Provincial People's Hospital from October 2020 to October 2021 were selected, and were divided into a control group and an observation group according to the treatment order, with 155 cases in each group. In the control group, there were 82 males and 73 females; they were 20-65 (41.98±7.69) years old; there were 59 cases from Department of Internal Medicine, 38 from Department of Obstetrics and Gynecology, 29 from Department of Dermatology, 17 from Department of Orthopedics, and 12 from Reproductive Department. In the observation group, there were 79 males and 76 females; they were 21-65 (43.95±8.26) years old; there were 61 cases from Department of Internal Medicine, 36 from Department of Obstetrics and Gynecology, 24 from Department of Dermatology, 19 from Department of Orthopedics, and 15 from Reproductive Department. The control group received on-site medical treatment, and the observation group WeChat public account one-stop service. The treatment times, treatment satisfaction, incidences of complaints, and scores of Self-rating Anxiety Scale (SAS) were compared between the two groups. t test was used for the measurement data, and χ² test for the enumeration data. Results　The registration time, payment time, waiting time, report time, and medicine collection time of the observation group were all shorter than those of the control group [(1.38±0.42) min vs. (12.24±3.14) min, (2.05±0.37) min vs. (26.35±3.28) min) min, (11.63±2.08) min vs. (46.35±12.06) min, (6.38±1.82) min vs. (27.39±3.18) min, and (10.36±2.39) min vs. (19.38±6.37) min], with statistical differences (t=42.679, 91.654, 35.321, 71.390, and 16.506; all P<0.001). The satisfaction of the observation group was higher than that of the control group [98.71% (153/155) vs. 89.03% (138/155)], with a statistical difference (χ²=12.615, P<0.001). The incidence of complaints in the observation group was lower than that in the control group [1.29% (2/155) vs. 9.03% (14/155)], with a statistical difference (χ²=9.490, P=0.002). After the nursing, the SAS score of the observation group was lower than that of the control group [(16.28±1.25) vs. (51.26±3.42)], with a statistical difference (t=119.600, P<0.001). Conclusion　The WeChat public account one-stop service can shorten the consultation time, relieve patient anxiety, reduce complaints, and improve patient satisfaction.

Key words:

WeChat public account, One-stop, Outpatient department, Nursing satisfaction

摘要：

目的　探究微信公众号一站式服务在门诊患者中的应用效果。方法　选取河南省人民医院2020年10月至2021年10月门诊患者310例，根据入院就诊顺序分为对照组、观察组，各155例。对照组男82例，女73例，年龄20～65（41.98±7.69）岁；其中内科59例，妇产科38例，皮肤科29例，骨科17例，生殖科12例。观察组男79例，女76例，年龄21～65（43.95±8.26）岁；其中内科61例，妇产科36例，皮肤科24例，骨科19例，生殖科15例。对照组接受现场就诊方式，观察组接受微信公众号一站式服务就诊方式。对比两组就诊时间、就诊满意度、投诉事件发生率及焦虑自评量表（SAS）评分。计量资料采用t检验，计数资料采用χ²检验。结果　观察组挂号时间、缴费时间、候诊时间、取报告时间、取药时间均短于对照组［（1.38±0.42）min比（12.24±3.14）min、（2.05±0.37）min比（26.35±3.28）min、（11.63±2.08）min比（46.35±12.06）min、（6.38±1.82）min比（27.39±3.18）min、（10.36±2.39）min比（19.38±6.37）min］，差异均有统计学意义（t=42.679、91.654、35.321、71.390、16.506，均P<0.001）。观察组就诊满意度高于对照组［98.71%（153/155）比89.03%（138/155）］，差异有统计学意义（χ²=12.615，P<0.001）。观察组投诉事件发生率低于对照组［1.29%（2/155）比9.03%（14/155）］，差异有统计学意义（χ²=9.490，P=0.002）。护理后，观察组SAS评分低于对照组［（16.28±1.25）分比（51.26±3.42）分］，差异有统计学意义（t=119.600，P<0.001）。结论　微信公众号一站式服务可缩短就诊时间，缓解患者焦虑情绪，减少投诉事件，提升就诊满意度。

关键词:

微信公众号, 一站式, 门诊, 护理满意度