一般诊所接待员角色和在线服务的演变:定性研究
Stephanie Stockwell1, Helen Atherton2, Carol Bryce3
1RAND Europe, Health and Wellbeing, Cambridge, United Kingdom.
概括
一般诊所的接待员管理复杂的患者需求,包括新的数字服务. 这种不断变化的角色需要新的技能,但往往缺乏正式培训,影响工作的一致性和工作满意度.
科学领域:
- 主要护理是指初级护理.
- 医疗保健服务研究 医疗服务研究
背景情况:
- 一般诊所的接待员充当初级保健的守门员.
- 他们的作用对于管理患者需求和护理方便至关重要.
- 由于数字化,这个角色越来越复杂.
研究的目的:
- 检查一般诊所接待员不断变化的角色.
- 了解面向患者的在线服务对其作用的影响.
- 确定对培训和工作满意度的影响.
主要方法:
- 在八个英语的一般实践集中民族学案例研究.
- 在2021年9月至2022年7月期间进行了19次利益相关者采访.
主要成果:
- 接待员的角色比历史上更多样化,不那么重复.
- 接待员管理复杂的需求和服务导航,包括数字化便利化.
- 培训在很大程度上是非正式的,在工作中学习,导致不一致的做法.
结论:
- 数字化影响一般实践的接待员工作流程和任务一致性.
- 不断变化的技能要求对招聘,培训,工作满意度和留守产生影响.
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