[1]王淑.基于SERVQUAL模型的互联网医疗智能预问诊系统运行研究[J].中国卫生质量管理,2025,32(07):069-73.[doi:10.13912/j.cnki.chqm.2025.32.7.15]
　WANG Shu.Research on the Operation of an Internet-Based Intelligent Pre-Consultation System in Healthcare Based on the SERVQUAL Model[J].Chinese Health Quality Management,2025,32(07):069-73.[doi:10.13912/j.cnki.chqm.2025.32.7.15]
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基于SERVQUAL模型的互联网医疗智能预问诊系统运行研究()
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第32卷
期数:
2025年07期
页码:
069-73
栏目:
质量与信息化
出版日期:
2025-07-15

文章信息/Info

Title:
Research on the Operation of an Internet-Based Intelligent Pre-Consultation System in Healthcare Based on the SERVQUAL Model
作者:
王淑
上海市儿童医院/上海交通大学医学院附属儿童医院
Author(s):
WANG Shu
Shanghai Children’s Hospital/Children’s Hospital,School of Medicine,Shanghai Jiao Tong University
关键词:
互联网医疗; 智能预问诊; 服务模型; 系统设计; 评估指标
Keywords:
Internet-Based Healthcare;  Intelligent Pre-Consultation;  Service Model;  System Design;  Evaluation Indicators
分类号:
197.324
DOI:
10.13912/j.cnki.chqm.2025.32.7.15
文献标志码:
B
摘要:
目的对上海某院互联网医疗智能预问诊系统运行情况进行评估，提出优化建议。方法基于SERVQUAL模型构建评估指标体系，对比2020年-2022年互联网医疗智能预问诊系统运行数据，分析运行效果。结果构建了包含4项一级指标和14项二级指标的智能预问诊系统评估指标体系。以内分泌科为例，从患者、医生和医院管理维度阐述系统应用情况。结论借助智能预问诊系统，结合病种专科特点以及区域患者定位，提出系统优化、流程优化、模型优化等建议，以拓展应用边界和发展模式。
Abstract:
ObjectiveTo evaluate the operational performance of an internet-based intelligent pre-consultation system in a hospital in Shanghai and propose optimization suggestions.MethodsAn evaluation indicator system was constructed based on the SERVQUAL model. By comparing the operational data of the internet-based intelligent pre-consultation system from 2020 to 2022, the operational effectiveness was analyzed.ResultsAn indicator system was established, comprising four primary evaluation indicators and 14 secondary evaluation indicators for the intelligent pre-consultation system. Taking the endocrinology department as an example, the system’s application was elaborated from the dimensions of patients, physicians, and management.Conclusion Leveraging the intelligent pre-consultation system and considering the characteristics of specialized diseases and the regional patient positioning, suggestions for system optimization, process optimization, and model optimization were proposed to expand the application boundaries and development models of the system.

参考文献/References:

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更新日期/Last Update: 2025-07-15