Improvement in outpatient services using the WeChat calling system in the Shanghai Children's Hospital.
Incremental analysis
Innovation
Technological Change
Time and Motion Studies
Journal
Pakistan journal of medical sciences
ISSN: 1682-024X
Titre abrégé: Pak J Med Sci
Pays: Pakistan
ID NLM: 100913117
Informations de publication
Date de publication:
Historique:
received:
19
02
2021
revised:
17
04
2021
accepted:
28
04
2021
entrez:
22
7
2021
pubmed:
23
7
2021
medline:
23
7
2021
Statut:
ppublish
Résumé
We explored the utility of WeChat applet as part of the Outpatient Department (OPD) to provide patients with timely queuing information and compared it with the traditional calling system. Data for the WeChat calling system was extracted for the period of May 2018 to September 2018. Data for the traditional system was extracted for the same period from the year 2017. We compared the effective patient waiting time and nurse idle time i.e. nonproductive time spent on factors outside of employees' control with the two systems. We also analyzed the relationship between the length of waiting time and conflicts between doctors and patients. The mean wait time for the traditional calling system was 126 minutes, while the average idle time for nurses was 96 minutes/day. On the other hand, the mean wait time for the WeChat calling system was 33 minutes, and the average idle time for nurses was 72 minutes/day. The incremental profit (cost of traditional calling system - cost of WeChat calling system) achieved from switching systems was 13,879 yuan/month. Behavioral observations showed that wait time (OR=2.745, 95%CI 1.936~3.892 P<0.0001) was a risk factor for staff-patient conflict. The cost of the WeChat calling system was significantly lower than the traditional system. Also, the traditional calling system was time-consuming. Longer waiting time was the main factor affecting OPD quality and caused conflicts between doctors and patients.
Identifiants
pubmed: 34290772
doi: 10.12669/pjms.37.4.4301
pii: PJMS-37-993
pmc: PMC8281187
doi:
Types de publication
Journal Article
Langues
eng
Pagination
993-1000Informations de copyright
Copyright: © Pakistan Journal of Medical Sciences.
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