健康发展与政策研究2024，Vol.27Issue(4)：301-307,7.DOI:10.12458/HDPR.202406048
我国公立医院应用人工智能改善患者体验的典型案例研究
Typical cases study on the application of artificial intelligence to improve patient experience in public hospitals in China
摘要
Abstract
Objective To sort out typical cases of public hospitals applying artificial intelligence to improve patient experience,and analyse related strategies and practices.Methods In April 2024,practice cases of public hospitals applying artificial intelligence to improve patient experience were searched and screened on various databases,hospital portals,and public platforms.Based on Patient Journey Theory,the case content was analysed by thematic coding using text analytics,and 2 rounds of expert consultation were conducted to identify typical cases,and a narrative approach was adopted to summarise and distil their innovative experiences.Results Initially,47 relevant cases were retrieved and coded according to the textual content of the cases to construct a thematic framework for the application of AI to improve patient experience.The thematic framework covers three main stages:pre-diagnostic service,diagnostic service and post-diagnostic service,and specifically includes 10 organisational practices to improve patient experience,such as intelligent diagnostic guidance,process optimisation,assisted self-examination and disease prediction.The 15 typical cases identified by the experts were further summarised and analysed to refine the specific ways and focuses of applying AI to improve patient experience at different stages of the medical journey.It was found that public hospitals focus on improving patient engagement and optimising the consultation process in the pre-consultation stage,improving the quality and efficiency of consultation services in the mid-consultation stage,and providing continuous health management and personalised follow-up visits in the post-consultation stage.Conclusion The application of artificial intelligence in the pre-diagnosis,diagnosis and post-diagnosis phases can significantly improve the patient's experience from different perspectives,and public hospitals around the world should actively apply advanced technology to help improve the patient experience.关键词
患者体验/公立医院/人工智能/案例研究Key words
patient experience/public hospitals/artificial intelligence/case study分类
医药卫生引用本文复制引用
许洛,胡银环,冯显东,郎东,刘莎..我国公立医院应用人工智能改善患者体验的典型案例研究[J].健康发展与政策研究,2024,27(4):301-307,7.基金项目
国家自然科学基金项目(72274068) （72274068）
