Optimization design of small procedures for initial return patients in Shanghai Sixth People's Hospital
作者 / 骆宾安然 指导教师：王也
作品说明
Cataract patients experience a series of inconveniences during the consultation process due to their pathology, such as being overwhelmed when searching for the consultation room, and being anxious when waiting for the consultation with vague information, all of which affect the experience of cataract patients. We conducted a field study on the process of cataract patients in the eye clinic of the North Medical Third Hospital through shadow tracking, observation, and interviews, in order to find out the patients' difficulties and optimize the process of cataract patients' medical treatment.
The design takes color as a clue, and solves the identified real-life problems by designing innovative wearable guiding devices, assisted by multimodal designs such as vibration and breathing light, and at the same time optimizing the guiding system and spatial arrangement in the space accordingly.
Challenge
Under the wave of the digital age, the medical industry is also gradually moving towards an intelligent and convenient development direction. As an important part of the digital transformation of the medical industry, mobile medical technology is profoundly affecting people's medical experience and medical service models with its convenient features. With the popularization of smartphones and the development of mobile Internet, the scale of the mobile medical market continues to expand, and people's demand for medical health is also getting higher and higher. They not only require solving basic medical problems, but also hope to obtain more convenient and personalized medical services. .
The confusion and opacity in the hospital's initial patient consultation process has caused confusion for both patients and doctors. First-time patients expect to enter the clinic first according to the queue order, while repeat patients hope to receive medical treatment in an orderly manner according to the doctor's arrangement, which makes the doctor confused when deciding who to treat first. This confusion also leads to confusion and uneasiness for subsequent patients in the queue. They do not Knowing whose instructions to follow and how long to wait before seeing a doctor.
Process
After an on-site investigation of the outpatient department of Shanghai Sixth People's Hospital, the designers discovered a number of issues that affected patients' experience in the medical treatment process. There is insufficient information in hospital navigation and unclear sign coverage, making it difficult for patients to accurately find their destination. In addition, the calling order displayed on the screen in the waiting area is inconsistent with the actual order, resulting in long waiting times and confusion for patients. There were also problems with the hospital's floor plan, which took patients a long time to get their bearings. In addition, volunteer service posts are often unmanned, causing inconvenience to patients as they have to wait for long periods of time to receive help. There are also some patients who don’t know when they should enter the clinic and take a seat, and the display on the call screen is not clear, causing trouble to the patients.
Taking the problem of emotional pain caused by the conflict between the two patients due to the visual information system in the first visit as the starting point, the designer conducted a relationship analysis on all parties in the medical treatment process. There is competition and interaction between first-time patients and repeat patients, and the queuing order is affected by many factors. As the authority, doctors regulate the order in which patients enter the clinic, and the visual information system also affects the patient treatment process. The doctor's judgment usually takes precedence over the system, and the doctor's decision directly affects the patient's medical experience.
The designer conducted a comprehensive review of the patient service process and summarized some important demand points. Throughout the entire medical process, patients hope to receive quick treatment and feel their condition improves. They need to easily find the department they need and be quickly called into the consulting room by the call system so that doctors can treat diseases and reduce pain. At the same time, patients also expect to obtain test results and related reports quickly, and they are not questioned and criticized by first-time patients when entering the clinic. In the clinic, they hope that the doctor can quickly browse the report and inform them of their physical condition, avoid repeated payment, and pay the fee in one go. At the same time, they expect to get the medicine quickly and believe that the medicine can cure their disease. Combining these demand points can provide guidance for design and optimize service processes.
Outcomes
In the Shanghai Sixth People's Hospital, a patient goes through the following processes: registration, calling, first consultation, examination, payment, follow-up consultation, medicine collection, etc. The hospital's visual information system guides the service, and finally ends the service.
First, patients register through the mini program and can directly click "Outpatient Appointment" to register. Once registration is completed, patients can use the "queuing up" function on the mini program to check their queue order. When it is the patient's turn to be seen, they enter the clinic in order for an initial consultation. After the initial consultation, patients can directly use the "outpatient payment" function on the mini program to pay and complete the payment process.
Next, the patient may need to undergo an examination. He or she can view the items to be examined through the mini program and navigate to the examination room with one click. After the examination is completed, the patient can view the report on the mini program. This function not only summarizes the abnormal values and average values of the examination report, but also provides a countdown to report generation, avoiding the patient's irritability and anxiety during multiple operations.
For return-examination patients, the mini program has added a "re-examination check-in" function, allowing patients to intuitively understand the doctor and items to be examined, and navigate to the examination room with one click. After signing in, patients can click "Calling Order" to jump directly to the "Queue Calling" page to view the queuing process and approximate waiting time in real time.
Finally, when patients need to pick up medicine, they can go to the medicine pick-up office to pick up the medicine.
Throughout the entire medical treatment process, improvements to the service system include check-in for follow-up visits, one-click viewing of queues for initial follow-up visits, one-click viewing of items to be checked for follow-up patients, popular science searches for relevant examination items, one-click navigation, etc., allowing patients to quickly obtain medical services. , reducing waiting time and unnecessary worries, and improving the medical experience.
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Impact
By optimizing the hospital's visual information system, the design can effectively improve patients' medical experience and reduce patients' emotional pain caused by uncertainty, thereby enhancing patients' trust and satisfaction with the hospital and providing better guidance for hospital management and operations. Good support.
With the continuous development of medical technology, the continuous improvement and optimization of medical information technology is particularly important. The widespread application of artificial intelligence, big data and other technologies will make medical services more intelligent and personalized, providing patients with a better medical experience. Continued attention and investment in the development of medical information technology will bring more innovation and progress to the medical industry and provide better medical services to the public. Design is important for the improvement and optimization of medical applets and service systems, and will help promote the improvement of medical service levels and promote the development and progress of the medical industry.
