摘要
目的探讨智能语音服务系统在肝胆外科术后随访中的应用方法及效果。方法借助某科技公司智能语音识别系统,制定肝胆外科随访话术模板,对632例患者实施智能语音随访。结果首次拨打接通电话498例(78.80%),复拨后总计534例(84.49%)接通,其中系统能够有效识别对话471例(88.20%);智能语音通话总时长累计2049min,护士随访耗时约60min,患者对智能语音随访满意度90.10%。结论智能语音服务系统在肝胆外科术后随访中应用可节省随访时间,提高工作效率,为患者提供优质的医疗服务。
Objective To study the effect of interactive voice service system applied in postoperative follow-up for patients undergoing hepatobiliary surgery. Methods An interactive voice service system was employed to provide telephone follow-ups for 632 patients following a self-designed standard communication protocol. Results Four hundred and ninety-eight patients(78.80%) were successfully followed up at the first call, totaling to 534 patients(84.49%) were followed up after the second call, and dialogues in 471 follow-ups(88.20%) can be effectively recognized by the system. The total time of telephone call was 2 049 min and nurses spent about 60 min. Above ninety percent(90.10%) of patients were satisfied with the follow-up using the interactive voice service system. Conclusion Application of interactive voice service system in follow-ups for patients after hepatobiliary surgery can effectively shorten nurses′ time on follow-up, improve work efficiency, and provide high-quality services for patients.
作者
张悦
田敏
刘杰
Zhang Yue;Tian Min;Liu Jie(Department of Hepatobiliary Surgery ,UnionHospital,Tongji Medical College of Huazhong University of Science and Technology,Wuhan 430022 ,China)
出处
《护理学杂志》
CSCD
北大核心
2019年第20期55-57,共3页
Journal of Nursing Science
关键词
肝胆外科
随访
电话随访
智能语音系统
互联网+
智慧护理
department of hepatobiliary surgery
follow-up
telephone follow-up
interactive voice system
Internet +
intelligent nursing
