Impact and Analysis of the “One Visit” System to Optimize the Flow of Medical Services on Patients’ Waiting Time: A Retrospective Study

Abstract

Background Patients’ waiting time exceeded consultation time in outpatient clinics, persisting as a criticized issue. Multiple interventions aimed to reduce patients’ waiting time and enhance satisfaction have been implemented by most Chinese hospitals. However, there is little literature to focus on the full range of services available to patients during their visit. Methods We developed and applied an intelligent sensing-driven unattended healthcare system (referred to as “One Visit”). We upgraded hospital facilities and systems to improve the flow of outpatient services, streamline treatment and reduce patients’ waiting time. We compared the waiting time, time of visit, duration of special examination appointment, waiting time for examination of patients, and so on during outpatient clinics in the pilot hospitals before and after the implementation of the “One Visit” system. In addition, we investigated the average length of hospital stay and changes in satisfaction of patients with the outpatient process before and after the implementation of the system. Results Post-call waiting time was reduced from 9.23 minutes to 7.83 minutes; time of visit increased from 2.95 minutes to 3.17 minutes; duration of special examination appointment was reduced from an average of 7.94 days to 5.30 days; waiting time for examination was reduced from 48.63 minutes to 45.26 minutes; and the average length of hospital stay was reduced from 9.08 days to 7.27 days. Satisfaction of patients with outpatient services before and after system implementation increased from an average of 78.61% to an average of 80.40%. Conclusions With the continuous improvement of the service process, it has been proven that the system effectively guides patients through the entire medical treatment process. The system has increased efficiency in outpatient services and improved satisfaction of patients with the outpatient experience. It is worthy of further promotion.