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Patient-Centered Outpatient Process Optimization System Based on Intelligent Guidance in a Large Tertiary Hospital in
Xiaoyi Wang1, Rujia Zhang1, Zhihong Gao2
1School of Medical Humanities and Management, Wenzhou Medical University Tea Mountain Campus, Tongren Building 7B304, Ou Hai District, Wenzhou, 325035, China, 86 577 8669 9590.
JMIR Medical Informatics
|August 29, 2025
Summary
A new patient-centered intelligent guidance system significantly reduced outpatient waiting times and improved patient satisfaction in Chinese hospitals. This technology optimizes healthcare delivery by integrating services and providing real-time guidance.
Area of Science:
- Healthcare Management
- Health Informatics
- Patient Experience Optimization
Background:
- Outpatient services in Chinese tertiary hospitals face challenges like long wait times, impacting patient satisfaction.
- Existing measures to reduce wait times have had limited overall success.
- A comprehensive, intelligent system for optimizing the entire patient service process is needed.
Purpose of the Study:
- To introduce a patient-centered intelligent guidance system.
- To evaluate the system's impact on outpatient waiting times and patient satisfaction.
Main Methods:
- Developed a patient-centered intelligent guidance system using internet and big data technologies.
- Implemented the system in a Chinese tertiary hospital.
- Compared outpatient visit data, waiting times, and patient satisfaction pre- and post-implementation (2019-2022).
Main Results:
- Waiting time for consultation decreased by 2.84 minutes (P<.001).
- Waiting time for examination decreased by 3.35 minutes (P<.001).
- Patient satisfaction increased from 89.99% to 92.72% (P=.005).
Conclusions:
- The patient-centered intelligent guidance system effectively reduced outpatient waiting times and enhanced patient satisfaction.
- The system's success demonstrates the value of integrating patient-centered principles and process optimization.
- This approach is recommended for tertiary medical institutions to improve outpatient service efficiency.
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