为传统中医药重新设计远程医疗:服务设计方法来实现数字化转型
Arisara Jiamsanguanwong1,2, Romanee Luo1, Ratchapoom Kaingam1
1Department of Industrial Engineering, Faculty of Engineering, Chulalongkorn University, Bangkok, Thailand.
JMIR human factors
|October 28, 2025
概括
这项研究增强了传统中医诊所的远程医疗系统,通过服务设计提高了效率和患者护理. 重新设计的数字平台简化了运营,使患者和医疗保健提供者都受益.
科学领域:
- 医疗信息学 医疗信息学
- 数字健康数字健康
- 服务设计服务设计
背景情况:
- 全球越来越多的人采用远程医疗,需要解决系统的低效率问题.
- 本案例研究的重点是优化传统中医诊所的远程医疗服务系统.
研究的目的:
- 识别和解决现有远程医疗系统中的痛点和低效.
- 简化服务操作,以改善患者和提供者的体验.
主要方法:
- 雇员服务设计分析,包括客户旅程映射和服务蓝图.
- 使用可用性测试和满意度评估开发和评估了一个用户友好的Web应用程序.
- 与患者和服务提供者进行了角色特定任务测试.
主要成果:
- 重新设计的系统自动化了流程,并降低了任务复杂性,提高了时间效率.
- 患者和大多数工作人员的任务成功率达到100%,药剂师的成功率为83.33%.
- 患者报告了67的净促销商得分;服务提供商实现了平均系统可用性规模得分71.4.4.
结论:
- 将服务整合到一个数字平台上,提高了患者的可访问性和易用性.
- 远程医疗的增强减少了重复的任务,并提高了服务提供商的效率.
- 服务设计方法有效增强远程医疗系统,改善医疗保健质量和结果.
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