Bing Xiao, Li-Ping Zhang, Cheng Feng, Ling-Xiang Meng, Wan-Qi Yu, Min Zou

Outpatient Department, Shenzhen Third People’s Hospital, The Second Affiliated Hospital, School of Medicine, Southern University of Science and Technology, Shenzhen, Guangdong, 518112, People’s Republic of China

Correspondence: Li-Ping Zhang, Outpatient Department, Shenzhen Third People’s Hospital, The Second Affiliated Hospital, School of Medicine, Southern University of Science and Technology, No. 29 of Bulan Road, Longgang District, Shenzhen, Guangdong Province, 518112, People’s Republic of China, Tel +86 13510336884, Email lipingzhang8zlp@126.com

Objective: This study aims to explore the efficacy of a smart outpatient service system incorporating the Health Butler application and Intelligent Accompaniment based on patients’ feedback.
Methods: A total of 1000 outpatients from Shenzhen Third People’s Hospital were randomly selected in May 2023 and November 2023 to provide feedback before and after implementing the smart outpatient service system consisting of the Health Butler app and Intelligent Accompaniment. The changes in the patient’s awareness of the medical treatment process, average waiting time, satisfaction with the experience of seeking medical treatment, and trust in medical services offered based on patient feedback were compared pre- and post-implementation.
Results: There were significant differences in outpatients’ awareness of the process of medical treatment, average waiting time, satisfaction with the experience of seeking medical care, and trust in medical services before and after the implementation of the smart outpatient service system (P < 0.05).
Conclusion: The smart outpatient service system, which incorporated the Health Butler app and Intelligent accompaniment based on patient feedback, was effective in improving awareness of the process of medical treatment among outpatients, shortening their average waiting time, improving patient satisfaction with the experience of seeking medical care, and also enhancing their trust in medical services.

Keywords: Health butler, intelligent accompaniment, patient feedback, satisfaction with medical service experience, smart outpatient system, trust in medical services