“Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China
Abstract Background To implement the “without the need for a second visit” (WNASV) initiative in our hospital by optimizing the outpatient clinic services via an upgraded information system, in order to increase the quality of outpatient medical services and improve patients’ satisfaction. Methods A...
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| Format: | Article |
| Language: | English |
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BMC
2021-03-01
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| Series: | BMC Health Services Research |
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| Online Access: | https://doi.org/10.1186/s12913-021-06260-3 |
| _version_ | 1818870437978832896 |
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| author | Jian Shen Jun Zhang Qiang He Haihui Pan Zhiqiang Wu Liangming Nie Hongfang Zhang Shuning Liu Yan Sun Yaoqiang Du Dongsheng Huang |
| author_facet | Jian Shen Jun Zhang Qiang He Haihui Pan Zhiqiang Wu Liangming Nie Hongfang Zhang Shuning Liu Yan Sun Yaoqiang Du Dongsheng Huang |
| author_sort | Jian Shen |
| collection | DOAJ |
| description | Abstract Background To implement the “without the need for a second visit” (WNASV) initiative in our hospital by optimizing the outpatient clinic services via an upgraded information system, in order to increase the quality of outpatient medical services and improve patients’ satisfaction. Methods An Internet-based care delivery approach was developed and applied to improve the delivery of health care services, simplify the treatment process, and reduce patient waiting time. The patient waiting time and consultation time in the outpatient clinics of our hospital during the peak service intervals and the proportions of various payment methods for outpatient services during the period from May 2017 to September 2019 were retrospectively analyzed. Also, the patients’ satisfaction with the outpatient process was surveyed. Results The waiting time for consultation was shortened from 32.25 min to 28.42 min; the consultation time was shortened from 6.52 min to 3.15 min; and the waiting time for payment decreased from 7.40 min to 4.31 min. The proportion of payment via a counter was reduced from 86.80 to 21.79%, the proportion of self-service payment increased from 9.99 to 16.05%, and the proportion of payment during a consultation increased from 3.21 to 61.91%. The scores of the patients’ satisfaction with the outpatient services increased from an average of 89.10 points in 2017 to an average of 90.26 points in 2019. Conclusion The continuous improvement of the service process markedly increases the efficiency of the outpatient services, and effectively improves patient’s satisfaction with the outpatient process, this initiative thus deserves further application. |
| first_indexed | 2024-12-19T12:07:01Z |
| format | Article |
| id | doaj.art-f29ffca5ce084357bf475bee79307d97 |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-12-19T12:07:01Z |
| publishDate | 2021-03-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-f29ffca5ce084357bf475bee79307d972022-12-21T20:22:19ZengBMCBMC Health Services Research1472-69632021-03-0121111110.1186/s12913-021-06260-3“Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in ChinaJian Shen0Jun Zhang1Qiang He2Haihui Pan3Zhiqiang Wu4Liangming Nie5Hongfang Zhang6Shuning Liu7Yan Sun8Yaoqiang Du9Dongsheng Huang10Department of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Blood Transfusion, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeDepartment of Medical Administration, Zhejiang Provincial People’s Hospital, People’s Hospital of Hangzhou Medical CollegeAbstract Background To implement the “without the need for a second visit” (WNASV) initiative in our hospital by optimizing the outpatient clinic services via an upgraded information system, in order to increase the quality of outpatient medical services and improve patients’ satisfaction. Methods An Internet-based care delivery approach was developed and applied to improve the delivery of health care services, simplify the treatment process, and reduce patient waiting time. The patient waiting time and consultation time in the outpatient clinics of our hospital during the peak service intervals and the proportions of various payment methods for outpatient services during the period from May 2017 to September 2019 were retrospectively analyzed. Also, the patients’ satisfaction with the outpatient process was surveyed. Results The waiting time for consultation was shortened from 32.25 min to 28.42 min; the consultation time was shortened from 6.52 min to 3.15 min; and the waiting time for payment decreased from 7.40 min to 4.31 min. The proportion of payment via a counter was reduced from 86.80 to 21.79%, the proportion of self-service payment increased from 9.99 to 16.05%, and the proportion of payment during a consultation increased from 3.21 to 61.91%. The scores of the patients’ satisfaction with the outpatient services increased from an average of 89.10 points in 2017 to an average of 90.26 points in 2019. Conclusion The continuous improvement of the service process markedly increases the efficiency of the outpatient services, and effectively improves patient’s satisfaction with the outpatient process, this initiative thus deserves further application.https://doi.org/10.1186/s12913-021-06260-3Without the need for a second visit (WNASV)Outpatient servicePatient satisfaction |
| spellingShingle | Jian Shen Jun Zhang Qiang He Haihui Pan Zhiqiang Wu Liangming Nie Hongfang Zhang Shuning Liu Yan Sun Yaoqiang Du Dongsheng Huang “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China BMC Health Services Research Without the need for a second visit (WNASV) Outpatient service Patient satisfaction |
| title | “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China |
| title_full | “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China |
| title_fullStr | “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China |
| title_full_unstemmed | “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China |
| title_short | “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China |
| title_sort | without the need for a second visit initiative improves patient satisfaction with updated services of outpatient clinics in china |
| topic | Without the need for a second visit (WNASV) Outpatient service Patient satisfaction |
| url | https://doi.org/10.1186/s12913-021-06260-3 |
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