[1]熊晶晶 黄云云 张泽洪.医院自助服务机使用现状调查与分析[J].中国卫生质量管理,2020,27(05):068-71.
　XIONG Jingjing,HUANG Yunyun,ZHANG Zehong.Investigation and Analysis on the Use of Hospital Self-Service Machines[J].Chinese Health Quality Management,2020,27(05):068-71.
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医院自助服务机使用现状调查与分析
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第27卷
期数:
2020年05期
页码:
068-71
栏目:
服务质量
出版日期:
2020-09-28

文章信息/Info

Title:
Investigation and Analysis on the Use of Hospital Self-Service Machines
作者:
熊晶晶 黄云云 张泽洪
温州医科大学公共卫生与管理学院
Author(s):
XIONG Jingjing; HUANG Yunyun; ZHANG Zehong
Firstauthor's addressSchool of Public Health and Management, Wenzhou Medical University
关键词:
自助服务机; 医疗服务; 患者; 志愿者; 服务质量
Keywords:
Self-Service Machine; Medical Service;  Patient;  Volunteer;  Quality of Service
分类号:
R197.39;R197.323
文献标志码:
A
摘要:
目的了解医院自助服务机建设及患者使用情况。方法采用现场观察法及访谈法，对温州及衢州4家医院自助服务机使用现状进行调查。结果自助服务机数量与医院规模匹配，分布全院，类型多样，功能基本能满足患者需求。初次使用患者约占60%，患者满意因素有方便、快捷以及减少排队次数等；不满意因素涉及功能、运行、操作、医保等方面。结论医院引入与推广自助服务技术初见成效。但仍需定期升级自助服务机相关功能；加强巡视，及时解决问题；注重培训与激励，有效发挥志愿者作用；扩大宣传力度，从而持续提高人机互动质量，改善患者就医体验
Abstract:
ObjectiveTo investigate the construction of hospital self-service machines and the use of patients.MethodsThe use of self-service machines in four hospitals in Wenzhou and Quzhou were investigated by on-site observation and interview.ResultsThe number of self-service machines matched the size of the hospital, which was distributed throughout the hospital with diverse types and functions that can basically meet the needs of patients. About 60% of patients used it for the first time, and the satisfaction factors included convenience, speed and reduction of queuing time. The dissatisfaction factor involved function, operation, manipulation, medical insurance, etc. Conclusion The introduction and promotion of self-service technologies in hospital had achieved initial effectiveness. But it still needed to update the related functions of self-service machines regularly; strengthen inspections and solve problems timely; pay attention to training and motivation, give full play to the role of volunteers; increase publicity,so as to continuously improve the quality of human-computer interaction and improve patients' medical experience

参考文献/References:

［1］Meuter M L, Ostrom A L, Roundtree R I, et al．Self-service Technologies: Understanding Customer Satisfaction with Technology-based Service Encounters［J］.Journal of Marketing, 2000, 64(3): 50-64.

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更新日期/Last Update: 2020-09-28