基于SERVQUAL模型的互联网医疗智能预问诊系统运行研究

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中图分类号：197.324 文献标识码：B

Abstract ObjectiveTo evaluate the operational performance of an internet一based intelligent pre一consultation systemin a hospital in Shanghaiand propose optimization suggestions.MethodsAn evaluation indicator system was constructed based on the SERVQUAL model.By comparing the operational data of theinternet一based inteligent pre一 consultation systemfrom 2020 to 2022，the operational effectiveness was analyzed.ResultsAn indicator system was established，comprising four primaryevaluation indicatorsand14 secondaryevaluation indicators fortheinteligent pre consultation system. Taking the endocrinology department as an example，the system's aplication was elaborated from the dimensions of patients，physicians，and management.ConclusionLeveraging the inteligent pre一consultation systemand considering thecharacteristics of specialized diseases and the regional patient positioning，suggestions forsys temoptimization，processoptimization，and model optimization were proposed to expand the aplication boundaries and development models of the system.

Key words Internet一Based Healthcare; Inteligent Pre一Consultation;Service Model; System Design；Evaluation Indirators

First-author'saddress Shanghai Children's Hospital/Children's Hospital，School of Medicine，Shanghai Jiao Tong University，Shanghai，200062，China

优化就诊服务流程是公立医院“以患者为中心”服务理念的重要体现。（剩余6421字）