Zheng Wang
The Jiangxi University of Finance and Economics, Nanchang, Jiangxi, 330013 China；Monash University, Melbourne, Victoria, 3145, Australia
Mengyun Xu
The Jiangxi University of Finance and Economics, Nanchang, Jiangxi, 330013 China；Monash University, Melbourne, Victoria, 3145, Australia
Zhiyan Zou
The Jiangxi University of Finance and Economics, Nanchang, Jiangxi, 330013 China；Monash University, Melbourne, Victoria, 3145, Australia
Objective: To identify the dilemma of elderly patients' access to outpatient services, develop strategies to improve the environment and functions of the outpatient department, and encourage the elderly to access medical services independently. Methods: By observing and interviewing, this paper studies the environment, behavior, and experiences of elderly patients when accessing medical services, identifies and classifies the key issues, and provides corresponding suggestions. Results: Existing signs and voice prompt systems fail to guide elderly patients to access to medical services; Elderly patients have difficulty in finding places to transit and rest when accessing to outpatient services; Elderly patients have problems in using AI (artificial intelligence) technologies when they access to outpatient services; There are communication barriers between elderly patients and medical staffs. Conclusion: Optimizing the guiding signs and voice prompt systems according to the characteristics of elderly patients; Designing the areas of transition and rest reasonably; Enhancing the ability of elderly patients to use self-service equipment; Promoting the medical treatment process to the elderly in a humanized way.
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Copyright © 2020 Zheng Wang
This is an open access article under the Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) License.
Aims and Scope