摘要
背景随着分级诊疗制度的推进,社区居民对基层医疗卫生机构的健康需求不断增加,全科医生健康“守门人”的作用愈发重要,但是目前基层人力资源短缺,为减轻医务人员负担,方庄社区卫生服务中心引入智能语音外呼系统助力健康服务。目的探讨智能语音外呼系统在社区应用的效果及其在社区推广的可行性。方法方庄社区卫生服务中心家庭医生回访中心借助科大讯飞智能语音技术,制定话术模板,通过人工智能机器人外呼,在2019年4-10月进行签约居民预约体检通知、高血压患者随访管理、医院满意度调查等业务。结果2019年4-10月平台总服务83342人次,累计呼叫时长25606 min。老年人健康体检人数增加1629人次,老年人健康管理率提高7.91%。连续6个月随访管理的319例签约高血压患者中,血压处于正常的高血压患者由4月份的180例(56.33%)上升至10月份的188例(58.82%),增加了8例,血压正常比例升高了2.49个百分点;血压处于危值的高血压患者由4月份的79例(24.89%)下降至10月份的56例(17.65%),减少了23例,血压危值比例下降了7.24个百分点。医院满意度连续随访的291例中,对医院满意者由4月份的236例(81.09%)增加至10月份的249例(85.56%),增加13例,满意度提升了4.47个百分点。结论智能语音外呼平台可以节省外呼人工成本,提高通话工作质量,提高家庭医生团队健康管理能力及高血压管理效果、提升患者就医体验,提高医院管理水平,促进居民健康。
Background General practitioners play an ever-growing role as heath gatekeepers in satisfying the increasing primary care needs of residents under the situation of advancing the tiered diagnosis and treatment system.However,there is a shortage of primary care professionals.To improve health services via reducing the burden of medical workers,Fangzhuang Community Health Center(FCHC)has introduced an intelligent outbound call system.Objective To explore the application effect of the intelligent outbound call system in FCHC,providing evidence for the feasibility of popularizing this kind of system in the community.Methods The Family Doctor Follow-up Center,FCHC has carried out robo outbound calling services using a speech template developed with the help of iFlytek intelligent voice technology.From April to October 2019,the intelligent outbound call system was used for medical examination appointment and notification for contracted residents,followup management of hypertension patients,hospital patient satisfaction survey and other services.Results During the period,the total number of visits served by the system was 83342,with a cumulative call duration of 25606 minutes.An increase of 1629 times of medical examination in the elderly,an increase of 7.91%in the elderly health management rate.Among the 319 contracted hypertension patients with follow-up management within this consecutive 6-month period,the number of hypertensive patients with normal blood pressure increased from 180(56.33%)in April to 188(58.82%)in October.There were 8 more hypertensive patients with normal blood pressure,accounting for 2.49 percentage points.The number of hypertensive patients whose blood pressure was at risk dropped from 79(24.89%)in April to 56(17.65%)in October.The number of hypertensive patients with blood pressure at risk dropped by 23,accounting for 7.24 percentage points.Among the 291 people who were followed up for hospital satisfaction,those who were satisfied with the hospital increased from 236(81.09%)in April to 249(85.56%)in October.The number of people who were satisfied with the hospital increased by 13,and the rate of patient satisfaction with hospital increased by 4.47 percentage points.Conclusion The application experience of FCHC indicated that the intelligent outbound call platform may save the labor cost of outbound calling,improve the quality of calling,improve the health management efficiency of the family doctor team and the effect of hypertension management,enhance the patient experience,and hospital management level,as well as promote the health of residents.
作者
王玥
陈颖
吴浩
魏学娟
高文娟
鹿晓亮
WANG Yue;CHEN Ying;WU Hao;WEI Xuejuan;GAO Wenjuan;LU Xiaoliang(School of General Practice and Continuing Education,Capital Medical University,Beijing 100069,China;Fangzhuang Community Health Center,Capital Medical University,Beijing 100078,China;IFLYTEK Company Limited,Hefei 230000,China)
出处
《中国全科医学》
CAS
北大核心
2021年第16期2062-2067,共6页
Chinese General Practice
关键词
智能语音
外呼系统
健康管理
高血压管理
满意度
Intelligent voice
Outbound system
Health management
Hypertension management
Satisfaction
