智慧医疗系统中移动终端导引服务设计探析

Exploration on Mobile Terminal Guidance Service Design in Smart Healthcare System

中文关键词: 智慧医疗  数字化  体验设计  服务设计

英文关键词: smart healthcare  digitalization  experience design  service design

中文摘要:

      目的 探讨智慧医疗的发展方向及其在提升医疗服务体验方面的可能性。方法 运用观察和访谈的方法，来分析复杂医疗流程中提升服务体验的机会点，依据前文归纳出的智慧医疗发展方向，对机会点或痛点逐一提出解决策略，并将这些策略整合进原来的医疗服务中，以此提升医疗服务体验。结论 智慧医疗的三个发展方向为医疗服务内容的数字化、服务关键决策者的网络化和医疗数据处理的智能化。智慧医疗的发展不仅为医疗行业的管理运作提供便利，也存在改善医疗体验的巨大潜力。在本案例研究中，医疗信息的数字化和网络化是增强患方信息支持的基础，增强就医流程中患方的信息支持有助于提高所有服务参与者（医护人员、患者、陪同者）的体验。智慧医疗服务则有潜力被应用于智能分析病例，并提供专业医疗咨询以减轻医护人员的工作压力，助其提供更优质的服务。

英文摘要:

      The paper aims to explore the trends of smart healthcare and the possibility of improving the medical service experience by smart healthcare. The observation and interview method was used to find opportunities for improving service experience in complex medical processes. According to the trends of smart medical development summarized above, solutions were proposed accordingly and were integrated into the original medical service, to enhance the medical service experience. The three trends of smart healthcare are digitalisation of medical service content, networking of key decision makers for services, and intelligent processing of medical data. The development of smart healthcare can not only facilitate the management and operation of the medical industry, but also has great potential to improve the medical experience. In the case of study, the digitization and networking of medical information lay a foundation for enhancing patient information support. Meanwhile, enhancing patient information support in the medical treatment process will help improve the experience of all service participants (medical staff, patients, accompanying persons). Smart medical services also have potential to be applied to intelligently analyze medical cases and provide professional medical consultation to reduce the pressure on medical staff and help them provide better services.