A multi-scenario patient experience intelligent closed-loop management system

Abstract

The application discloses a multi-scene patient experience intelligent closed-loop management system, which is designed by combining a short message end and a webpage end based on a technology acceptance model of DevOps, combining perceived usefulness and perceived ease of use, embedding an inpatient nursing service experience evaluation scale, an ICU inpatient experience evaluation tool, a surgical patient operation nursing service experience scale and an inpatient unattended care service experience evaluation scale in the short message end and the webpage end, collecting patient experience data at different scene time points, and further realizing automatic analysis of the patient experience data and automatic feedback of the patient experience data, so as to solve the technical problems of the existing patient experience evaluation system, such as insufficient data collection pertinence, low data processing efficiency and difficulty in supporting continuous improvement management.

Description

Technical Field

[0001] This invention belongs to the field of medical service evaluation technology, specifically relating to a multi-scenario patient experience intelligent closed-loop management system. Background Technology

[0002] With the development of information technology, some medical institutions are sending evaluation links to service recipients via SMS, a method similar to that used by telecommunications operators and internet platforms to send evaluation links after service delivery. This method has the following technical drawbacks:

[0003] ① The existing system cannot dynamically match evaluation content according to different service scenarios such as inpatient care, ICU care, surgical care and care without companionship. The evaluation content is highly homogeneous, which leads to patients' lack of patience to fill in the form, resulting in low information collection efficiency.

[0004] ② Existing systems mostly use the "Patient Overall Medical Satisfaction Assessment Scale" without combining classical and modern measurement principles to develop the assessment tool in a structured manner. This results in insufficient reliability and validity of the assessment indicators, poor data stability and comparability, and affects the technical reliability of the assessment results.

[0005] ③ The existing system's evaluation triggering and push mechanism is poorly designed. The evaluation function often exists as an auxiliary module. Patients are likely to actively close the evaluation page during the medical treatment process. Post-evaluation lacks proactive push and intelligent triggering, resulting in low participation and return rates.

[0006] ④ The existing system lacks the ability to integrate, process and analyze multidimensional patient experience data. The evaluation results are mostly limited to simple statistics and are difficult to directly support nursing management decisions.

[0007] ⑤ Existing system evaluation results mostly remain at the post-event summary level. The evaluation results lack effective connection with nursing management processes and have not formed a closed-loop operation mechanism between evaluation, feedback and improvement, making it difficult to transform experience evaluation into continuous service quality improvement.

[0008] Therefore, there is an urgent need for a multi-scenario intelligent closed-loop management system for patient experience that can dynamically match and generate patient experience evaluation content based on the patient's nursing service scenario, and standardize, intelligently analyze, and provide feedback on the acquired experience data. This system would address the technical problems of existing patient experience evaluation systems, such as insufficient data collection targeting, low data processing efficiency, and difficulty in supporting continuous improvement management. Summary of the Invention

[0009] To address the aforementioned technical problems, the present invention provides a multi-scenario patient experience intelligent closed-loop management system, comprising: The automated patient experience data collection module is designed based on the DevOps technology acceptance model. Combining perceived usefulness and perceived ease of use, it integrates the evaluation scales for inpatient nursing services, ICU inpatient experience evaluation tools, surgical nursing service experience scales, and inpatient care service experience evaluation scales with no-accompaniment care. This allows the module to collect basic patient information, the type of nursing services received, and different time points after discharge and billing. The module generates evaluation content and links for different time points on the web page and automatically sends evaluation SMS messages via the SMS terminal, collecting patient experience data at different time points. The automated patient experience data analysis module is used to automatically summarize patient experience data at different time points in different scenarios, calculate the patient experience feedback rate, total score, scores for each dimension and item in real time for the whole hospital and each department, automatically identify the departments with preset digits after scoring, and draw trend charts of the changes in scores for the whole hospital and departments over different time periods. The patient experience data automated feedback module is used to present all the data obtained by the patient experience data automated analysis module, and to obtain improvement plans and supporting materials from departments with preset scores, and transmit them to the hospital management personnel's account.

[0010] Preferably, the inpatient nursing service experience evaluation scale is developed based on dimensions related to admission and discharge management, information and education, emotional support, disease observation and management, safety and privacy, response to needs, and communication and coordination.

[0011] Preferably, the ICU inpatient experience evaluation tool is developed based on dimensions such as communication and support, professionalism, environment, handover and transfer, and family participation.

[0012] Preferably, the surgical patient surgical nursing service experience scale is developed based on dimensions related to environmental and nursing service experience, emotional support and communication experience, and information support experience.

[0013] Preferably, an evaluation scale for the hospitalized patient care service without the need for a caregiver is developed based on dimensions related to basic living care support, risk identification and proactive reporting, privacy protection, and image standardization.

[0014] This invention provides a multi-scenario intelligent closed-loop management system for patient experience. Based on a DevOps-based technology acceptance model, and combining perceived usefulness and perceived ease of use in the design of SMS and web-based terminals, it embeds evaluation scales for inpatient nursing services, ICU inpatient experiences, surgical nursing services, and inpatient care services without accompaniment into these terminals. This allows for the collection of patient experience data at different time points in various scenarios, thereby achieving automated analysis and feedback of patient experience data. This addresses the technical problems of existing patient experience evaluation systems, such as insufficient data collection targeting, low data processing efficiency, and difficulty in supporting continuous improvement management. Attached Figure Description

[0015] Figure 1 This is a schematic diagram of the usage process of a multi-scenario patient experience intelligent closed-loop management system provided in an embodiment of the present invention; Figure 2 This is a schematic diagram of the interface of a multi-scenario patient experience intelligent closed-loop management system provided in an embodiment of the present invention. Detailed Implementation

[0016] The present invention will be further illustrated below with reference to specific embodiments. It should be understood that these embodiments are for illustrative purposes only and are not intended to limit the scope of the invention. Furthermore, it should be understood that after reading the teachings of this invention, those skilled in the art can make various alterations or modifications to the invention, and these equivalent forms also fall within the scope defined by the appended claims.

[0017] This invention provides a multi-scenario intelligent closed-loop management system for patient experience. It develops a series of standardized evaluation scales for patient nursing service experience, including the "Inpatient Nursing Service Experience Evaluation Scale," the "ICU Inpatient Experience Evaluation Tool," the "Surgical Patient Surgical Nursing Service Experience Scale," and the "Inpatient No-Accompanying Care Service Experience Evaluation Scale." These scales cover key aspects of the patient's medical treatment process, comprehensively, objectively, and scientifically measuring the patient nursing service experience. The invention also develops an internet-based closed-loop management system for patient experience, providing a platform and pathway for efficient evaluation, feedback, and improvement of nursing service quality.

[0018] This invention provides a multi-scenario patient experience intelligent closed-loop management system, developed based on the Shanghai 2022 "Science and Technology Innovation Action Plan" soft science research project, 22692109400.

[0019] like Figure 1 and Figure 2 As shown, the system includes: The automated patient experience data collection module integrates the "Inpatient Nursing Service Experience Evaluation Scale", "ICU Inpatient Experience Evaluation Tool", "Surgical Patient Surgical Nursing Service Experience Scale" and "Inpatient Unattended Care Service Experience Evaluation Scale" developed by the project team into the patient experience closed-loop management system.

[0020] 1) Develop a series of standardized evaluation tools for patient care service experience across multiple scenarios based on classical and modern measurement technologies. A conceptual framework for patient nursing service experience—the "I accelerate" model—was constructed using grounded theory. This model comprises three dimensions (professional functioning, affective functioning, and coordinating functioning) and 11 nursing service elements (information and interpretation, attitudes, monitoring disease progression, continuity of care at home, health education, connecting healthcare providers and patients, emotional needs, responding to needs, coordinating admission and discharge, technical skills, and environmental management), clarifying the functional characteristics and core elements of nursing services from the patient's perspective. This framework defines the connotation of "patient nursing service experience" in my country for the first time, providing a theoretical basis for subsequent assessment and improvement. Based on this framework, the project team established an initial item pool through patient interviews and, combined with Delphi expert consultations, cognitive interviews, and measurement tests, developed a standardized evaluation tool for patient nursing service experience: the "Inpatient Nursing Service Experience Evaluation Scale." The scale contains seven dimensions (admission and discharge management, information and education, emotional support, disease observation and management, safety and privacy, responding to needs, and communication and coordination), with a total of 30 items. To reduce the burden of completing the scale for patients, this project combined classic and modern measurement techniques to select the most representative items, forming a simplified version of the "Inpatient Nursing Service Experience Evaluation Scale". The simplified version retains the original scale's 7 dimensions and 17 items, and its reliability, validity, comprehensibility, and comprehensiveness were verified through score distribution comparison, correlation analysis, internal consistency analysis, and cognitive interviews.

[0021] Guided by the AMEE Guide, the "Surgical Patient Nursing Service Experience Scale" was developed, strictly following the standard procedures for scale development, including item pool construction, expert consultation, cognitive interviews, pre-experimentation, and formal survey. The final "Surgical Patient Nursing Service Experience Scale" contains 18 items covering three dimensions: environmental and nursing service experience (8 items), emotional support and communication experience (7 items), and information support experience (3 items). The scale showed good internal consistency (Cronbach's α = 0.942), with α coefficients for all dimensions greater than 0.80; test-retest reliability was ideal (within-group correlation coefficients > 0.70). Confirmatory factor analysis showed good model fit (CFI = 0.928, RMSEA = 0.046), indicating that the scale has good reliability, validity, and robust psychometric properties.

[0022] Based on the COMSIN framework, and through methods such as literature analysis, qualitative interviews, cognitive interviews, Delphi expert consultation, and measurement attribute testing, we developed the "ICU Inpatient Experience Evaluation Tool" and the "Inpatient Accompaniment-Free Care Service Experience Evaluation Scale." The "ICU Inpatient Experience Evaluation Tool" includes 5 dimensions (communication and support, professionalism, environment, handover and transfer, and family participation) with a total of 29 items. The "Inpatient Accompaniment-Free Care Service Experience Evaluation Scale" includes 4 dimensions (basic living care support, risk identification and proactive reporting, privacy protection, and image standardization) with a total of 13 items.

[0023] 2) Building a smart closed-loop management system for patient experience based on DevOps ① Organizational Structure The foundation of a closed-loop patient experience management system lies in patients' positive intentions and behaviors regarding self-reported nursing service experiences. Therefore, the platform's successful integration into the clinical environment depends on patient acceptance. According to Davis FP's Technology Acceptance Model, the two main influencing factors on user responses to health information systems are perceived usefulness and perceived ease of use. Perceived usefulness refers to the degree to which users believe using a system tool improves their work performance, while perceived ease of use refers to the perceived ease or difficulty of using a system tool. Perceived usefulness is influenced by perceived ease of use; both jointly determine the user's attitude towards use. Simultaneously, perceived usefulness and attitude determine the user's behavioral intention, which ultimately determines the actual use of the system. This model has been proven effective in explaining and predicting users' intentions and behaviors regarding the use of new technologies in telemedicine settings.

[0024] Based on the technology acceptance model, the patient experience closed-loop management system mainly consists of two parts: (1) SMS terminal. The user's response to the information system depends first on perceived usefulness. Therefore, in order to improve the compliance of hospitalized patients with self-reporting of nursing service experience, the platform invites patients to report their experience via SMS in the form of embedded web page links, and explains to patients the importance of real reporting experience in promoting nursing service reform, improving the quality of nursing service and establishing a "patient-centered" high-quality nursing service system; (2) Web terminal. Based on the goal of establishing a closed-loop management system of "assessment-feedback-improvement," and guided by the technology acceptance model, a web-based system was developed using the open-source and free cross-platform framework (ASP.NET Core). This system features high security, fast response speed, and low memory usage. It utilizes both relational and in-memory databases to achieve rapid data storage and response. The front-end is developed using the Vue.js progressive JavaScript framework, suitable for both mobile and PC operation. Simultaneously, the FReport intelligent reporting system is introduced to construct hierarchical BI data reports for result analysis and display. It supports iOS and Android systems and can share templates with the PC version, supporting offline data entry and multi-level reporting, facilitating timely monitoring of patient care service experience by managers at all levels. A series of standardized and specific evaluation tools developed previously are embedded into the intelligent closed-loop management system for patient experience, including the "Inpatient Nursing Service Experience Evaluation Scale," the "Surgical Patient Surgical Nursing Service Experience Scale," the "ICU Inpatient Experience Evaluation Tool," and the "Inpatient No-Accompanying Care Service Experience Evaluation Scale."

[0025] After patients are discharged and settle their bills, the system automatically sends an assessment SMS, inviting them to fill out a patient experience assessment form based on the type of nursing services they received. The system interfaces with the hospital's information system, automatically retrieving information such as the patient's name and hospital number. Patients can fill out the form by clicking a link, eliminating the need to repeatedly enter basic information and reducing the burden of answering questions.

[0026] ② Data collection The intelligent closed-loop management system for patient experience is integrated with the hospital system to automatically collect information such as the patient's name, hospital number, and ward. It then pushes corresponding assessment information at different times: 24 hours after discharge, links to complete the "Inpatient Nursing Service Experience Evaluation Scale" and the "Inpatient No-Accompanying Care Service Experience Evaluation Scale" are sent; 48 hours after surgery, a link to complete the "Surgical Patient Surgical Nursing Service Experience Scale" is sent (if applicable); and 48 hours after leaving the ICU, the "ICU Inpatient Experience Evaluation Tool" is sent (if applicable). If the assessment results are not submitted within 2 days, a resend assessment SMS will be sent.

[0027] 2) Automated Patient Experience Data Analysis Module: The system automatically summarizes, statistically analyzes, and calculates patient experience feedback rates, total scores, and scores for each dimension and item across the entire hospital and each department in real time. It also automatically identifies the bottom three departments in terms of score. Furthermore, the system supports comparing the score trends of the entire hospital and individual departments over different time periods, providing data support for continuous quality improvement.

[0028] ③ Data Analysis The intelligent closed-loop management system for patient experience incorporates automatic data aggregation algorithms, automatic statistical analysis algorithms, and automatic classification and aggregation paths. It can calculate in real-time the response rate, total patient experience score, and scores for each dimension and item for the entire hospital and each clinical department. Based on these scores, it ranks clinical departments and automatically aggregates the bottom three clinical departments for each item. Furthermore, it can display the patient experience scores and trends for the entire hospital and each clinical department at different time periods.

[0029] 3) Automated Patient Experience Data Feedback Module: The system features a data presentation interface where hospital administrators can view overall hospital-wide scores and scores across various dimensions to identify areas for improvement; frontline clinical staff can view their department's scores and items below the hospital average. The page presents data in a combination of text and images, with real-time data updates and monthly summaries.

[0030] ④ Data Feedback The intelligent closed-loop management system for patient experience features an automated interface for presenting patient nursing service experience data. Data is displayed in a combination of text and graphics, highlighting key points, and is updated regularly at the end of each month. Input boxes are included in the visualization interface for each clinical department. If a department's nursing service experience score ranks among the bottom three in the hospital, it must complete and submit a corresponding improvement plan and supporting materials. On one hand, the platform can feed relevant data back to hospital administrators, enabling them to comprehensively understand the overall hospital-wide and departmental scores for discharged patient nursing service experience, as well as the scores for each dimension and item. This allows for timely understanding of the current status of patient nursing service experience across the hospital and in each ward, thus identifying key areas for improvement in nursing service experience at both the hospital-wide and departmental levels. On the other hand, the platform can also feed data back to clinical medical staff, allowing them to understand the overall hospital-wide discharged patient nursing service experience score, as well as their department's overall patient experience score and scores for each dimension and item. It also identifies the dimensions and specific items in which their department's score is below the hospital-wide average.

[0031] The Internet technologies involved in this invention patent include: ①Inpatient experience feedback system, including: doctor workstation, nurse workstation, discharge system, patient mobile phone, office system, statistical analysis, and summary feedback.

[0032] ②Send SMS + review link ③ Information extraction: hospital number, ward, gender, age, diagnosis, length of hospital stay, province of home address, type of medical insurance, education level, and questionnaire feedback content.

[0033] ④ Data aggregation and analysis functions (categorized by region, ward, and item).

[0034] ⑤ Feedback item modification function (permission: Nursing Department).

[0035] Patient care service experience is characterized by its stage-based and context-dependent nature, and its evaluation results are significantly influenced by the scientific validity and stability of the evaluation tools. Classical measurement theory emphasizes the reliability, validity, and internal consistency of scales, ensuring the stability and repeatability of measurement results. Modern measurement theory, by analyzing the discrimination, difficulty, and information content of measurement items, can improve the ability of measurement results to identify different levels of patient experience. Based on these measurement principles, this invention integrates classical and modern measurement theories to develop a series of standardized evaluation scales for patient care service experience, thereby obtaining statistically reliable and interpretable experience measurement data, providing a stable data foundation for subsequent information processing.

[0036] Patient experience evaluation is characterized by dispersed samples, high frequency, and continuous data generation. Traditional methods relying on paper questionnaires or manual statistics are insufficient to meet the technical requirements of efficient, accurate, and scalable processing. Based on internet technology, this invention embeds a series of standardized evaluation scales for patient nursing service experience, developed previously, into an information system. Evaluation content is pushed to patients via mobile terminals, enabling real-time data collection and automatic transmission, reducing manual intervention, and technically improving data collection efficiency while mitigating the risk of data errors. Furthermore, based on data processing and process control principles, this invention constructs an automatic collection, aggregation, statistical analysis, and feedback mechanism for patient experience evaluation data. This transforms dispersed raw evaluation data into structured management information, providing clear direction and basis for improving nursing services.

[0037] This invention, based on classical and modern measurement theories, has developed a series of evaluation tools, including the "Inpatient Nursing Service Experience Evaluation Scale," the "ICU Inpatient Experience Evaluation Tool," the "Surgical Patient Surgical Nursing Service Experience Scale," and the "Inpatient No-Accompanying Care Service Experience Evaluation Scale," covering key nursing service aspects of the patient's medical treatment process. These tools have undergone multiple rounds of research, revision, and validation, demonstrating good reliability, validity, comprehensibility, and comprehensiveness, enabling a comprehensive, objective, and scientific quantitative measurement of the patient's nursing service experience.

[0038] This invention relies on an internet information system to conduct patient experience evaluation and feedback, avoiding the manual operations required for printing, distributing, collecting, and entering data from traditional paper questionnaires. This significantly reduces time and labor costs and improves the efficiency of evaluation implementation.

[0039] This invention directly pushes evaluation information to the patient's own terminal, guiding the patient to fill it out independently, reducing the occurrence of situations such as proxy filling and misfilling, and effectively improving the authenticity and credibility of the evaluation data.

[0040] This invention allows patients to complete the evaluation at any time during fragmented time, which improves patients' willingness to participate and convenience, thereby significantly improving the questionnaire return rate and data integrity.

[0041] This invention reduces errors in manual data entry and statistical processes through a systematic data collection and automatic aggregation mechanism, ensuring the accuracy and validity of the data and providing a reliable data foundation for subsequent statistical analysis and quality improvement.

[0042] This invention can extract, analyze, and provide feedback on patient experience data, providing management departments with visualized and structured decision support information, making nursing service improvement measures more targeted and scientific, thereby continuously improving the quality of nursing services.

[0043] This invention improves patients' sense of well-being by systematically understanding their nursing service experience, while also supporting internal hospital management and quality improvement, thus enhancing the competitiveness of medical service brands. The system is highly scalable and can be further extended to hospitals. Combining classical and modern measurement theories, it has been developed into the "Inpatient Nursing Service Experience Evaluation Scale," "ICU Inpatient Experience Evaluation Tool," "Surgical Patient Surgical Nursing Service Experience Scale," and "Inpatient No-Accompanying Care Service Experience Evaluation Scale," covering key aspects of the patient's medical process.

[0044] The project established a team to build a closed-loop management system for patient experience, encompassing assessment, feedback, and improvement. From a stakeholder perspective, the team analyzed obstacles to improving patient experience through qualitative interviews. Based on the Technology Acceptance Model (TAM), the team clarified the system's development goals and functional positioning, and designed its organizational structure and functional modules, including automated data collection, automated analysis, and automated feedback. This work also contributes to the development of a positive work ethic and hospital-wide patient experience management.

Claims

1. A multi-scenario patient experience intelligent closed-loop management system, characterized in that, include: The automated patient experience data collection module is designed based on the DevOps technology acceptance model. Combining perceived usefulness and perceived ease of use, it integrates the evaluation scales for inpatient nursing services, ICU inpatient experience evaluation tools, surgical nursing service experience scales, and inpatient care service experience evaluation scales with no-accompaniment care. This allows the module to collect basic patient information, the type of nursing services received, and different time points after discharge and billing. The module generates evaluation content and links for different time points on the web page and automatically sends evaluation SMS messages via the SMS terminal, collecting patient experience data at different time points. The automated patient experience data analysis module is used to automatically summarize patient experience data at different time points in different scenarios, calculate the patient experience feedback rate, total score, scores for each dimension and item in real time for the whole hospital and each department, automatically identify the departments with preset digits after scoring, and draw trend charts of the changes in scores for the whole hospital and departments over different time periods. The patient experience data automated feedback module is used to present all the data obtained by the patient experience data automated analysis module, and to obtain improvement plans and supporting materials from departments with preset scores, and transmit them to the hospital management personnel's account.

2. The intelligent closed-loop management system for multi-scenario patient experience as described in claim 1, characterized in that, Based on the dimensions of admission and discharge management, information and education, emotional support, disease observation and management, safety and privacy, response to needs, and communication and coordination, the inpatient nursing service experience evaluation scale was developed.

3. The intelligent closed-loop management system for multi-scenario patient experience as described in claim 1, characterized in that, Based on dimensions such as communication and support, professionalism, environment, handover and transfer, and family participation, the aforementioned ICU inpatient experience evaluation tool was developed.

4. The intelligent closed-loop management system for multi-scenario patient experience as described in claim 1, characterized in that, The surgical patient surgical nursing service experience scale was developed based on the dimensions related to environmental and nursing service experience, emotional support and communication experience, and information support experience.

5. The intelligent closed-loop management system for multi-scenario patient experience as described in claim 1, characterized in that, Based on dimensions such as basic living care support, risk identification and proactive reporting, privacy protection, and image standardization, an evaluation scale for the hospitalized patient care service experience without the need for a caregiver was developed.

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