Only one mobile phone is needed for registration, and selecting departments is still "brain-burning"
Our reporter went deep into major hospitals in Changsha and found that Internet registration makes medical treatment more convenient, but how to make registration more "smart" still needs to be solved
Editor's note
Smart healthcare is an important part of smart city construction.
In recent years, major hospitals in Changsha have actively built smart hospitals, and information elements have penetrated into the entire process of medical treatment.
In the context of smart medical care, how is the patient experience and what areas need to be improved urgently?
In the past few days, all-media reporters from Changsha Evening News have walked into outpatient halls, service windows, and clinics of major hospitals in Changsha for full-process experiential visits. Today, a series of reports have been launched, hoping to help patients make better use of smart medical services and improve their medical experience. At the same time, we urge relevant parties to improve the shortcomings and make smart medical care more "smarter".
Changsha Evening News all-media reporter Xu Yuan intern Yuan Xuelu
"Where is the hospital with the most people?" Back 10 years ago, the answer must be the registration hall.
"I went to the hospital to register at 7:00 in the morning. The queue twisted a few corners and lined up from the window to the door. After seeing the doctor, the time of the day was exhausted." My father's experience in seeing a doctor bluntly said that he was a little overwhelmed without being sick.
Today, the number of outpatient visits in Changsha’s hospitals has been increasing year by year. Taking the Second Xiangya Hospital of Central South University as an example, the highest daily outpatient number has reached 18,000.
However, whenever, walking into the registration hall, the bustling registration army can no longer be seen.
This is due to the tremendous changes in the entire medical service ecology thanks to smart medical care.
At present, major hospitals in Changsha have opened various online registration methods such as APP, WeChat, Alipay, etc., and the appointment registration period is accurate to 30 minutes.
Not only the citizens of Changsha, but also patients from all over the country just need to sit at home, tap their mobile phones, make an appointment a week in advance, and then go to the hospital for treatment.
Recently, the reporter went deep into Changsha's major hospitals to experience the registration process on the spot, felt the convenience brought by smart medical care, and understood the pain points that patients hope to solve, hoping to provide reference for hospital decision-makers.
The queues in the hospital registration hall disappeared
[Lens] July 18, Monday.
At about 7:40 in the morning, in front of the first outpatient building of the Second Xiangya Hospital of Central South University, people from all directions gathered in a hurry and lined up in order at the entrance of the hall.
In accordance with epidemic prevention requirements and related procedures, the crowd entered the hall in sequence.
The reporter entered the outpatient hall with the crowd. There were only a few people at the registration window on the first floor. There was no traditional on-site registration and number pickup process. Most people gathered at the entrance of each consultation room.
At this time, the number-calling display in the hospital's consultation area began to scroll to display the patient's name, and the number was called in an orderly manner, and the clinic opened on time at 8 o'clock.
At 9:00 a.m., patients came out of the clinic one after another to pay bills, get medicines, or go to other buildings for examination.
At this time, Ms. Cai from Helan County, Yinchuan City took her mother out of the outpatient building with a smile on her face.
"My mother has been troubled by skin diseases for many years, and the treatment in the local hospital has not improved." Ms. Cai inquired from various sources and learned that the dermatology department of the Second Xiangya Hospital ranks among the top in the country. She decided to take her mother to Changsha to try it out.
"At first, I had the mentality of taking chances. I didn't expect that I would be able to hang up the expert number by sitting at home and using my mobile phone." Ms. Cai said, "I thought there were many people and I would have to wait in a long queue, but I didn't expect to be in the appointment time on time. See a doctor." After the diagnosis, the doctor clarified the next treatment plan.
[Exploration] If 1.0 is the era of artificial windows, 2.0 is upgraded to the era of self-service terminals, and 3.0 is the era of mobile smart medical care.
During the interview, the reporter learned that most of the major hospitals in the provincial capital have opened various appointment channels such as WeChat public accounts, APPs, and websites.
And through a variety of ways to inform patients of the time of the number, so that patients can accurately find the doctor they want to consult.
Users only need a mobile phone to complete the registration and payment procedures.
Reporters have seen in major hospitals that although the number of visits has increased year by year in recent years, except for the elderly, there are very few on-site registrations in the outpatient hall;
At the same time, on the basis of the original appointment registration system, major hospitals have launched the function of time-based registration. The number source at the outpatient clinic is divided into a time slot of half an hour, so as to realize the precise appointment registration time slot, and patients will go to the hospital according to the time slot after making an appointment. Waiting for a doctor to achieve patient shunting and staggered treatment.
Intelligent guidance has begun to explore, and it still needs to be improved
[Scene] On July 11, at the gray flower bed in the inpatient department of Xiangya Hospital of Central South University, Mr. Chen, who is nearly 40 years old, sat next to his sallow-faced cousin.
His cousin suffered from hydronephrosis the year before, and the condition has been repeated.
Mr. Chen made a special trip to take his cousin from the county seat to Changsha, and wanted to give her the expert number of Xiangya Hospital.
Looking at the nearby Xiangya Red Building, Mr. Chen didn't know whether his cousin's current condition was in the nephrology department or the urology department, and which specialist was better at treating hydronephrosis.
Mr. Chen told reporters that he inquired about the medical treatment guidelines on the hospital's public account, but still could not find an answer.
The reporter suggested that he go to the information desk and ask.
The most primitive method still works. After Mr. Chen described the situation, the answer is to hang urology.
Through questioning, he locked down several experts.
Five days later, he got the expert number as he wished.
For ordinary people, registration is sometimes like "guessing the blind box".
In the registration hall of the Hunan Provincial Children's Hospital, Ms. Zhang, who drove to Changsha from 400 kilometers away, "guessed" wrong.
Ms. Zhang's daughter, Juanjuan (pseudonym), is 7 years old this year. Recently, she has a problem with urination, and she does not go to the toilet for a long time during the day.
Ms. Zhang gave Juanjuan the number of the Department of Endocrinology on the WeChat public account of the Provincial Children's Hospital.
"Your child's situation is wrong, and you are going to urology department. Hurry up and make up the number." The endocrinology doctor reminded.
"It would be great if mobile phone registration was more intelligent." Ms. Zhang said, in the past, when registering on site, the first step was to go to the information desk to ask what department to register. Now, appointment registration is basically a mobile phone operation. If you are not careful, you may register the wrong number.
The reporter randomly interviewed some patients in several hospitals. Many respondents said that they had the experience of being unable to start by registering, and they would inevitably make the mistake of "medicating the head with a headache, and treating the foot with a sore foot".
In fact, the reporter experienced the mobile phone reservation and registration system of major tertiary hospitals in Changsha, and found that some hospitals have begun to explore the "smart consultation" function.
However, the reporter also learned in the interview that most hospital registration systems do not have this function at present, and several hospitals with intelligent triage also set up entrances that are mostly not "bundled" with appointment registration, which makes it difficult to find, and the awareness is very high. Low.
The intelligent guide of Xiangya Hospital can be used through the applets of Xiangya Hospital of Central South University; the intelligent guide of Hunan Children's Hospital is in the outpatient service; the AI guide of the First Affiliated Hospital of Hunan University of Traditional Chinese Medicine is at the top of each registered department. Below, you need to pull to the end of the page to see it... Regrettably, the reporter randomly asked patients in the above-mentioned hospitals, and none of the more than 20 people interviewed knew that mobile phone registration and intelligent triage functions.
[Exploration] According to data, in 2021, 49.3% of patients in China believe that one of the pain points of current medical pre-diagnosis services is the inability to determine the category of the disease.
For example, symptoms of dizziness can correspond to many different departments: ENT, neurology, orthopedics, cardiology, ophthalmology and hematology, etc.; if abdominal pain occurs, the departments that can be linked include gastroenterology, cardiology, gynecology, respiratory Section etc.
The reporter chose the intelligent guidance system of several hospitals for experience.
Entering the intelligent consultation guide of Xiangya Hospital, you can see a human body map, and click the corresponding position on the human body map to conduct a preliminary diagnosis.
After the reporter selects the skull, the page jumps to the list to guide the diagnosis. By selecting five items of information such as symptoms, accompanying symptoms, and medical history records, and clicking on the diagnosis, you can view the possible diseases and recommended departments.
The operation steps of the intelligent pre-diagnosis function of Hunan Children's Hospital are similar, the difference is that the Children's Hospital has specially set up two kinds of human figures, the children's version and the adult version, so that patients can choose accurately.
The First Affiliated Hospital of Hunan University of Traditional Chinese Medicine integrates the intelligent guide and the reservation system. After clicking the cartoon image of the intelligent guide, you will enter a dialog box with Xiaodie guide. After the reporter enters a sore throat and answers whether there are other symptoms, The AI makes a preliminary judgment and recommends that you go to the otolaryngology head and neck surgery clinic or the respiratory medicine clinic, and you can directly click the registration button next to it to jump to the registration system.
Registering for "Aging" Active Services to Fill the "Digital Divide"
[Scene] On the morning of July 18, in front of the surgical building of the Second Xiangya Hospital, Mr. Tang with white hair was sitting under the shade of a tree, holding a video file bag in his hand, waiting for his daughter to return.
"It is indeed much more convenient to see a doctor now than when we were young. You can register with a mobile phone without queuing up. However, the various system settings are complicated and the characters are small. I can't operate it. Every time I have to call my daughter to help." "My daughter took it out of the machine for me too," said the bag.
A few days ago, in front of the self-check-in machine at the Fourth Hospital of Changsha City, 65-year-old Yan Yan was a little overwhelmed by looking at the screen. She had a headache that day and wanted to go to the emergency room, but she went out in a hurry and forgot to bring her documents.
At this time, Ms. Yi, a volunteer wearing a red vest next to her, immediately stepped forward to inquire, and led her to the artificial window. After a while, she helped her complete the registration for the day.
[Exploration] The rapid development of "Internet + smart medical treatment" has made it more convenient for the general public to see a doctor, but intelligent medical treatment has also brought new confusion to the elderly.
Gong Honghui, director of the outpatient department of the Second Xiangya Hospital, told reporters that the hospital is changing from passive services to active services, allowing triage and medical guidance personnel to step out of the service desk to actively discover the needs of the masses, especially the elderly, disabled and pregnant women.
In order to facilitate elderly patients to seek medical treatment, more than 300 employees of Changsha Fourth Hospital actively signed up as volunteers. Every day, 16 volunteers participated in the volunteer service work in the hospital's outpatient hall, emergency triage and various triage areas.
"Although the current hospital retains offline registration and volunteer services, the elderly should not be 'outsiders' of smart medical care, and they should also enjoy the convenience brought by digital medical care." Ms. Wang, who came to see a doctor, said that in addition to volunteering It is recommended that hospitals make aging-appropriate reforms to the medical registration system, appropriately enlarge the interface fonts, buttons and templates, simplify the registration process, help the elderly to overcome the operational threshold in medical treatment, and improve the health and happiness of the elderly.
"Registration" of Changsha Smart Medical Experience Series Report