Effect of Information Platform-Based Consultation on Improving Patient Experience

Abstract

An information platform consultation system was constructed to evaluate the effectiveness of the system on the patient experience.Methods: Based on the daily consultation process, the information platform-based consultation system was developed with three entrances: browser, app, and WeChat Official Account. It integrates two ports for medical and nursing staff and patients and function modules including pre-appointment, outpatient payment, consultation file, hospitalization file, daily expenditures, Online hospital, and hotspot push. We compared the rate of non-attendance and patient satisfaction rate before and after the application of the information platform-based consultation system.Results: The patient's missed appointment rate was significantly lowered (P<0.05), waiting time for consultation was significantly shorter (P<0.05), and the patient satisfaction was significantly higher than those before the implement of the information platform consultation system (P<0.05).Conclusion: Information platform consultation system can simplify the patient consultation process, promote the sharing and mutual recognition of medical information resources, reduce operating costs, increase patient satisfaction, and improve patient experience, and the platform can be widely promoted as an alternative for hospital management.