Application research of innovative service model in outpatient one-stop service center
创新服务模式在门诊一站式服务中心的应用研究

摘要

目的 探讨创新服务模式在门诊一站式服务中心的应用效果，为优化门诊服务流程、提高服务效率、改善患者就医体验提供依据。方法 选取2025年2月至2026年2月我院门诊患者50例作为研究对象，随机分为对照组和观察组各25例。对照组采用传统门诊服务模式，观察组采用门诊一站式创新服务模式。比较两组时间指标、效率指标、满意度评价及投诉情况。结果 观察组在就诊等候时长与业务办结耗时方面均低于对照组；观察组单次业务办结率、流程准确率均高于对照组；观察组患者对门诊服务的综合满意程度显著优于对照组；观察组在服务过程中的不良事件申诉率低于对照组（P＜0.05）。结论 创新服务模式应用于门诊一站式服务中心，可有效缩短就医等待时长、提升服务运行效率、提高患者满意度、降低投诉风险，值得在门诊服务管理中推广应用。

Abstract

Objective To explore the application effect of innovative service model in outpatient one-stop service center, and provide basis for optimizing outpatient service process, improving service efficiency and enhancing patients' medical experience.
Methods 50 outpatient patients from our hospital from February 2025 to February 2026 were selected as research subjects and randomly divided into control group and observation group, 25 cases each. The control group adopted traditional outpatient service model, while the observation group adopted outpatient one-stop innovative service model. The time indicators, efficiency indicators, satisfaction evaluation and complaint situations of the two groups were compared.
Results The observation group had shorter waiting time for diagnosis and business completion time than the control group. The single business completion rate and process accuracy of the observation group were higher than those of the control group. The comprehensive satisfaction of patients with outpatient services in the observation group was significantly better than that in the control group. The rate of adverse event appeals during the service process in the observation group was lower than that in the control group (P < 0.05).
Conclusion   The application of innovative service model in outpatient one-stop service center can effectively shorten the medical waiting time, improve service operation efficiency, enhance patient satisfaction and reduce complaint risks, which is worthy of promotion and application in outpatient service management.