Objective: To analyze the role of hospital App in digital outpatient work from the perspective of patients and medical care, and explore new measures to optimize the medical treatment process and improve the patients' satisfaction. Methods: 289 patients using "Handheld Shengjing Hospital" App and 322 patients failing to use from May 2015 to January 2016 were randomly selected. Comparative analysis was made on the waiting time from entering the hospital to the first doctor seeing and the total time of doctor seeing; the total time of outpatient payment and obtaining of inspection and test results; the proportion of time in each step of the outpatient in the total time; causes of satisfaction and dissatisfaction of two groups of patients; and medical staffs' recognition of the handheld hospital App and the number of answering patient's non-medical problems before and after the use of App. Results: The waiting time of the first doctor seeing and the total time of doctor seeing of patients using handheld hospital App was (14.5±4.6) minutes and (216.8±65.4) minutes, respectively, which was significantly lower than that of patients failing to use the App. The payment time and time for taking results of patients using App was significantly less than patients failing to use App. The waiting time of patients using App accounted for 48.8% of the total time, which was significantly less than 59.1% of the patients failing to use App. The satisfaction of patients using App was 66.4%, which was significantly higher than 52.5% of patients failing to use App. 53.1% of patients do not use handheld hospital App because they do not know. 100% of the medical personnel recognize the role of the handheld hospital App and are willing to recommend this App to other people and patients. After the use of App, the number of medical staffs' answering of non-medical problems decreased significantly. Conclusion: The handheld hospital App improves patients' satisfaction of outpatient service, the medical treatment process, and the efficiency and quality of outpatient medical service.%目的:从患者和医护角度分析掌上医院App在数字化门诊工作中的作用,探索优化就医流程和提高患者满意度的新举措.方法:随机选取2015年5月至2016年1月间使用"掌上盛京医院"App的患者289名和未使用该App的患者322名,对比分析:两组患者在进入医院到首次看诊的等待时间,完成就医总时间之间的差别;两组患者在门诊缴费及获取检查及化验结果的总时间的差别;两组患者在门诊就医各个步骤所花时间占总时间的比例;两组患者对总体就医满意度及不满意原因;医护人员对掌上医院App的认可度及使用App前后解答患者非医疗问题的次数.结果:使用掌上医院App的患者首次看诊等待时间和完成就医总时间分别为(14.5±4.6)分钟和(216.8±65.4)分钟,显著低于未使用App的患者.使用掌上医院App的患者在缴费时间和取结果等总时间显著低于未使用App的患者.使用App的患者就诊等待时间占总时间的比例为48.8%,显著低于未使用App患者的59.1%.使用App的患者就医满意度为66.4%,显著高于未使用App的52.5%.53.1%的患者因为不知道而未使用掌上医院的App.100%的医护人员肯定掌上医院App的作用并愿意把这个App推荐给周围的人和患者,使用App后医护人员解答非医疗问题的次数显著降低.结论:掌上医院App提高患者门诊就医的满意度,改善就医流程,提高了门诊医疗服务效率和质量.
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