Intelligent hospital service system and method based on customer reservation data

Abstract

The invention discloses an intelligent hospital service system and method based on customer reservation data, and relates to the technical field of hospital service management. The system comprises a user side, a service staff side, a hospital side and a server. The user side is used for a client to log in / register and reserve inspection items; the service personnel terminal is used for performing login / registration, post role determination, service customer screening and task node processing by service personnel; the hospital end is used for a manager to log in / register, check the progress of a user checking task in real time and track and process abnormal events; and the server is used for information interaction and storage among the user side, the service personnel side and the hospital side. According to the invention, service personnel in a hospital are helped to guide the client to carry out examination items of a next department in real time based on physical examination, diagnosis or treatment time nodes of the client in the hospital, and the digital management level in the hospital is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of hospital service management, and in particular to an intelligent in-hospital service system and method based on customer reservation data. Background Art

[0002] As an important part of the social medical system, as people's health awareness increases, the demand for medical services has also expanded from single treatment to comprehensive health management. Its functions cover multiple fields such as medical services, preventive health care, and rehabilitation medicine. The realization of these functions requires hospitals to continuously strengthen their own construction and management, and improve the quality and level of medical services to meet the growing health needs of customers. As an important part of it, physical examination plays an irreplaceable role in early detection of diseases, prevention of disease occurrence, assessment of health status, formulation of health management plans, monitoring of disease progression, and enhancement of health awareness. However, problems such as information asymmetry and poor service experience in the traditional physical examination process often make customers feel inconvenienced or even dissatisfied.

[0003] In the process of physical examinations in conventional hospitals, due to the in-hospital service staff's insufficient understanding of customer information, physical examination items, precautions, etc. or the untimely transmission of information, customers may have misunderstandings or dissatisfaction during the physical examination. Conventional hospitals usually require customers to consult at the front desk, make invoices and pay, etc. after they arrive at the hospital. The service lacks warmth, especially when customers arrive at an unfamiliar hospital, they are more likely to feel at a loss.

[0004] Based on the digital transformation of medical care, an intelligent in-hospital service system has been developed, aiming to provide customers with a more intimate, efficient and personalized service experience in every link from appointment to discharge. The intelligent in-hospital service system provides hospitals with all-round, efficient and convenient service functions by integrating advanced information technology and intelligent equipment. Through this system, the hospital can control the service nodes of a series of links such as physical examination, consultation and treatment for customers who come to the hospital by the relevant personnel in various internal service positions, and then guide customers to effectively plan their routes in the hospital and reduce waiting time. Managers in various positions can conduct effective supervision and form a unified service standardization. In this way, it is possible to actively control the service details of customers in a timely manner, provide data-based guidance for the optimization and improvement of service processes, improve the service quality of the hospital, and enhance customer satisfaction.

[0005] Therefore, it is an urgent problem for those skilled in the art to propose an intelligent in-hospital service system and method based on customer appointment data to solve the difficulties existing in the prior art. Summary of the invention

[0006] In view of this, the present invention provides an intelligent in-hospital service system and method based on customer appointment data, which helps in-hospital service personnel to guide customers to carry out examination items in the next department in real time based on the customer's physical examination, consultation or treatment time nodes in the hospital, thereby improving the level of digital management within the hospital.

[0007] In order to achieve the above object, the present invention adopts the following technical solution:

[0008] Intelligent in-hospital service system based on customer reservation data, including user side, service staff side, hospital side and server;

[0009] The user side is used for customers to log in / register and check the appointment of the project;

[0010] The service personnel side is used for service personnel to log in / register, determine job roles, screen service customers and process task nodes;

[0011] Hospital side, used for management personnel to log in / register, view the progress of user inspection tasks in real time, and track and handle abnormal events;

[0012] The server is used for information interaction and storage between the user side, service personnel side, and hospital side.

[0013] The intelligent in-hospital service method based on customer reservation data is applied to the intelligent in-hospital service system based on customer reservation data described above, and comprises the following steps:

[0014] S1. The service personnel log in to the intelligent hospital service system and perform identity authentication to determine the service personnel's job role;

[0015] S2. Service personnel select customers to be served according to their job roles;

[0016] S3. Service personnel check the relevant information of the customers they serve;

[0017] S4. If the customer is within the current service personnel's route, the current node task status will be marked, including: whether the customer has additional requirements, which will be realized through the route system. If there are any abnormal situations, the current service personnel can report the abnormalities;

[0018] S5. Service personnel provide relevant customer service according to system prompts until all customer projects are completed.

[0019] In the above method, optionally, the specific content of S1 is:

[0020] Service personnel in various positions within the hospital log in to the intelligent in-hospital service system through the customer service official account, complete real-name authentication, bind their mobile phone numbers, and determine the service personnel's job roles.

[0021] The above method, optionally, S1 also includes the system administrator assigning the current user's job role through the background management of the traffic flow system.

[0022] In the above method, optionally, the specific content of S2 includes:

[0023] After the service personnel log in to the traffic flow system, they can check the hospital's appointment types for the day and my customers according to the corresponding permissions of the hospital campus they choose and their job role, and perform multi-dimensional screening conditions to select the customers they need to serve.

[0024] The above method is optional, and the service personnel in S3 view the service customer, the customer's doctor, the customer's nurse, the service customer's current service node, and the next service status.

[0025] The above method is optional, and the specific content of S3 is:

[0026] After the in-hospital service staff screens out the designated service customers, they will check the details of the customer's recent appointment projects, the customer's service team information, and the customer's current service node.

[0027] In the above method, optionally, the specific content of S4 is:

[0028] When a customer is within the movement route managed by the hospital service staff, the completion status of their node tasks can be marked;

[0029] During the physical examination, if the customer has a need to add additional items after communicating with the primary doctor, the primary doctor or account manager will complete the customer's request to add examination items through the dynamic line system and generate the corresponding order. After the customer pays, the additional examination items are added successfully;

[0030] When a customer encounters an abnormality during a certain examination or treatment process, the service staff clicks the abnormality reporting button in the system to report the current customer's problem to the management staff.

[0031] In the above method, optionally, the specific content of S4 is:

[0032] Service personnel in each position will guide the customer to the next department for inspection based on the task nodes of the current movement route that the customer has completed in the hospital until the customer completes all inspection items.

[0033] The above method is optional, and the management personnel can view the current in-hospital customers' medical data and abnormal issues waiting to be processed according to the system data dashboard.

[0034] It can be seen from the above technical solutions that, compared with the prior art, the present invention provides an intelligent in-hospital service system and method based on customer reservation data, which has the following beneficial effects:

[0035] By integrating the information of various links such as physical examination, consultation and treatment within the hospital, and combining the customer's appointment data and real-time treatment status, it provides instant and accurate guidance information for hospital service personnel and customers, helping customers to efficiently complete the entire medical process, thus improving the digital management level within the hospital, the overall operational efficiency and the smoothness of customer medical treatment;

[0036] 1) Through intelligent planning of the medical process and real-time guidance services, the waiting time of customers and unnecessary links in the medical process are reduced, and the efficiency of medical treatment is improved;

[0037] 2) Optimize resource allocation. Data analysis and decision support functions help hospital managers understand resource utilization more accurately, thereby making scientific and reasonable resource allocation and reducing waste;

[0038] 3) Effectively improve the hospital's digital management level. The implementation of this system closely connects all links within the hospital, realizes information sharing and collaboration, and significantly improves the hospital's digital management level;

[0039] 4) The real-time guidance system based on the customer's physical examination, consultation or treatment time nodes in the hospital is of great significance for improving the digital management level within the hospital, optimizing the medical treatment process and improving patient satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0040] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on the provided drawings without paying creative work.

[0041] Figure 1 It is a structural block diagram of the intelligent in-hospital service system based on customer reservation data disclosed in the present invention;

[0042] Figure 2 A flow chart of the intelligent in-hospital service method based on customer reservation data disclosed in the present invention;

[0043] Figure 3 It is a flow chart of the specific service method disclosed in the present invention;

[0044] Figure 4 It is the service personnel task node display interface disclosed in the present invention. DETAILED DESCRIPTION

[0045] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0046] In this application, relational terms such as first and second, etc. are used only to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. The terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of more restrictions, the elements defined by the sentence "comprise one..." do not exclude the existence of other identical elements in the process, method, article or device including the elements.

[0047] See also Figure 1 As shown, the present invention discloses an intelligent in-hospital service system based on customer reservation data, including a user end, a service personnel end, a hospital end and a server;

[0048] The user side is used for customers to log in / register and check the appointment of the project;

[0049] The service personnel side is used for service personnel to log in / register, determine job roles, screen service customers and process task nodes;

[0050] Hospital side, used for management personnel to log in / register, view the progress of user inspection tasks in real time, and track and handle abnormal events;

[0051] The server is used for information interaction and storage between the user side, service personnel side, and hospital side.

[0052] The present invention also discloses an intelligent in-hospital service method based on customer reservation data, which is applied to Figure 1 The intelligent in-hospital service system based on customer reservation data is shown in the figure. For specific steps, see Figure 2 As shown:

[0053] S1. The service personnel log in to the intelligent hospital service system and perform identity authentication to determine the service personnel's job role;

[0054] S2. Service personnel select customers to be served according to their job roles;

[0055] S3. Service personnel check the relevant information of the customers they serve;

[0056] S4. If the customer is within the current service personnel's route, the current node task status will be marked, including: whether the customer has additional requirements, which will be realized through the route system. If there are any abnormal situations, the current service personnel can report the abnormalities;

[0057] S5. Service personnel provide relevant customer service according to system prompts until all customer projects are completed.

[0058] Furthermore, the specific content of S1 is:

[0059] Service personnel in various positions within the hospital log in to the intelligent in-hospital service system through the customer service official account, complete real-name authentication, bind their mobile phone numbers, and determine the service personnel's job roles.

[0060] Furthermore, S1 also includes the system administrator assigning the current user's job role through the background management of the traffic flow system.

[0061] Furthermore, the specific contents of S2 include:

[0062] After the service personnel log in to the traffic flow system, they can check the appointment types of the hospital on the day (or switch the appointment date independently) and my customers according to the corresponding permissions of the hospital campus they choose and their job role, and perform multi-dimensional screening conditions to select the customers they need to serve.

[0063] Furthermore, the service personnel in S3 view the service customer, the customer's doctor, the customer's nurse, the service customer's current service node, and the next service status.

[0064] Furthermore, the specific content of S3 is:

[0065] After the in-hospital service staff screens out the designated service customers, they will check the details of the customer's recent appointment projects and the customer's service team information, such as who is the chief physician, the main doctor, and the attending physician, who is the responsible nurse, as well as the specific personnel of the service team such as the assigned consultant, housekeeper, and account manager, and the customer's current service node, such as whether the customer has completed the fasting physical examination and whether he is eating.

[0066] Furthermore, the specific content of S4 is:

[0067] When a customer is within the movement route managed by the hospital service staff, the completion status of their node tasks can be marked;

[0068] When the customer has additional examination items after communicating with the attending physician during the physical examination, the attending physician or account manager will complete the customer's request for additional examination items through the dynamic line system and generate the corresponding order. After the customer pays, the additional examination items are added successfully. The customer only needs to scan the code to pay online to complete the order and connect the data with the hospital's HIS system and ERP system.

[0069] When a customer encounters an abnormality in a certain examination or treatment process, the service staff clicks the abnormality reporting button in the system to report the current customer's problem to the management staff, which facilitates timely docking and processing with the customer and reduces customer dissatisfaction.

[0070] Furthermore, the specific content of S4 is:

[0071] Service personnel in each position will guide the customer to the next department for inspection based on the task nodes of the current movement route that the customer has completed in the hospital until the customer completes all inspection items.

[0072] For details, see Figure 4 As shown in the figure, it is the route details of a certain customer based on the appointment display. Each node supports abnormal reporting. Only the logic diagram of one node task is displayed, and the logic diagrams of the remaining node tasks are the same. The start status and completion status are marked with different colors to achieve a clear distinction.

[0073] Furthermore, managers can view the current in-hospital customers' medical data and abnormal issues waiting to be processed based on the system data dashboard.

[0074] In a specific embodiment, see Figure 3 As shown in the figure, the overall process includes the following:

[0075] Step 1: Service personnel who log in to the traffic flow system for the first time follow the hospital’s WeChat official account, automatically register their account, authenticate their real-name information, and complete the process of binding their mobile phone number.

[0076] Step 2: The system administrator assigns roles to new service members through the backend management system or the position administrator. Currently, there are about 30 system roles.

[0077] Step 3: The traffic flow system automatically synchronizes the reservation data from the reservation system and the middle office, and automatically generates node tasks for the corresponding service links. The current system task nodes are refined to nearly a hundred types.

[0078] Step 4: In-hospital service personnel log in to the traffic system and can switch to the hospital area by themselves. For example, Ritz Carlton Hospital is currently divided into several major hospital areas, including Tianjin, Hainan, Xining, and Chongqing. When service personnel can provide support services across hospital areas during special periods, they can switch to the hospital area by themselves and view the corresponding service customer data.

[0079] Step 5: After logging into the system, you can filter customer data of different dimensions in the system according to the roles set by the system administrator. Customer sensitive data will be desensitized in the system.

[0080] Step 6: Service personnel with different roles communicate with customers according to their job scope, click and complete system tasks, etc. If they encounter any abnormal problems with customers, they can report them in the system in a timely manner.

[0081] Step 7: Service personnel with different roles can receive corresponding task reminder messages from the system, which can be viewed in the WeChat public account messages or in the message module within the system.

[0082] Step 8: Personnel in the manager role can view the in-hospital appointment customer data and abnormal data in the data dashboard and traffic flow supervision module, and arrange the processing of subsequent work in a timely manner.

[0083] On the basis of conventional management, the present invention introduces an online traffic flow management system to more fully play the advantages of system command work and make up for the shortcomings of communication relying solely on word of mouth. At the same time, the present invention not only considers the basic data of customer traffic flow, but also considers the waiting time interval of the historical service data of the corresponding service node, and makes predictions through the big data model, which greatly alleviates the problems of customer waiting time.

[0084] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without creative work.

[0085] The above description of the disclosed embodiments enables one skilled in the art to implement or use the present invention. Various modifications to these embodiments will be apparent to one skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present invention. Therefore, the present invention will not be limited to the embodiments shown herein, but rather to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. Intelligent in-hospital service system based on customer reservation data, characterized by: Including user side, service staff side, hospital side and server side; The user side is used for customers to log in / register and check the appointment of the project; The service personnel side is used for service personnel to log in / register, determine job roles, screen service customers and process task nodes; Hospital side, used for management personnel to log in / register, view the progress of user inspection tasks in real time, and track and handle abnormal events; The server is used for information interaction and storage between the user side, service personnel side, and hospital side.

2. An intelligent in-hospital service method based on customer reservation data, characterized in that: The intelligent in-hospital service system based on customer reservation data as described in claim 1 comprises the following steps: S1. The service personnel log in to the intelligent hospital service system and perform identity authentication to determine the service personnel's job role; S2. Service personnel select customers to be served according to their job roles; S3. Service personnel check the relevant information of the customers they serve; S4. If the customer is within the current service personnel's route, the current node task status will be marked, including: whether the customer has additional requirements, which will be realized through the route system. If there are any abnormal situations, the current service personnel can report the abnormalities; S5. Service personnel provide relevant customer service according to system prompts until all customer projects are completed.

3. The intelligent in-hospital service method based on customer reservation data according to claim 2 is characterized in that: The specific contents of S1 are: Service personnel in various positions within the hospital log in to the intelligent in-hospital service system through the customer service official account, complete real-name authentication, bind their mobile phone numbers, and determine the service personnel's job roles.

4. The intelligent in-hospital service method based on customer reservation data according to claim 3 is characterized in that: S1 also includes the system administrator assigning the current user's job role through the background management of the traffic line system.

5. The intelligent in-hospital service method based on customer reservation data according to claim 2, characterized in that: The specific contents of S2 include: After the service personnel log in to the traffic flow system, they can check the hospital's appointment types for the day and my customers according to the corresponding permissions of the hospital campus they choose and their job role, and perform multi-dimensional screening conditions to select the customers they need to serve.

6. The intelligent in-hospital service method based on customer reservation data according to claim 2, characterized in that: In S3, service personnel can view the service customer, the customer's doctor, the customer's nurse, the service customer's current service node, and the next service status.

7. The intelligent in-hospital service method based on customer reservation data according to claim 6, characterized in that: The specific contents of S3 are: After the in-hospital service staff selects the designated service customers, they will check the details of the customer's recent appointment projects, the customer's service team information, and the customer's current service node.

8. The intelligent in-hospital service method based on customer reservation data according to claim 7 is characterized in that: The specific contents of S4 are: When a customer is within the movement route managed by the hospital service staff, the completion status of their node tasks can be marked; During the physical examination, if the customer has a need to add additional items after communicating with the primary doctor, the primary doctor or account manager will complete the customer's request to add examination items through the dynamic line system and generate the corresponding order. After the customer pays, the additional examination items are added successfully; When a customer encounters an abnormality during a certain examination or treatment process, the service staff clicks the abnormality reporting button in the system to report the current customer's problem to the management staff.

9. The intelligent in-hospital service method based on customer reservation data according to claim 8, characterized in that: The specific contents of S4 are: Service personnel in each position will guide the customer to the next department for inspection based on the task nodes of the current movement route that the customer has completed in the hospital until the customer completes all inspection items.

10. The intelligent in-hospital service method based on customer reservation data according to any one of claims 2 to 9, characterized in that: Managers can view the current in-hospital customers' medical data and abnormal issues waiting to be processed based on the system data dashboard.

Images