BMC Nursing (Apr 2025)
Status and analysis of Free Hospital-Based Internet + Nursing Health Consultation Services: a retrospective study
Abstract
Abstract Background With the increasing demand for healthcare services, Free Hospital-Based Internet + Nursing Health Consultation Services have emerged as an innovative model to provide patients with timely and convenient nursing guidance. Objective To comprehensively evaluate the implementation and effectiveness of Free Hospital-Based Internet + Nursing Health Consultation Services, identify existing challenges, and propose evidence-based optimization strategies to enhance the precision and efficiency of future services. Methods A retrospective analysis was conducted based on the hospital information system, retrieving orders for Free Hospital-Based Internet + Nursing Health Consultation Services from Mianyang Central Hospital between 2021 and 2023. This analysis included the staffing structure on the nurse’s side and details of patient orders. Statistical analyses were performed using SPSS 25.0 software. Results Our hospital’s talent pool for Free Hospital-Based Internet + Nursing Health Consultation Services comprises 128 nurses, with dynamic adjustments to the nurses and departments based on health consultation orders. From 2021 to 2023, the total number of consultations was 2,328, with a consultation time of 3,001,409 min. Among them, 2,203 consultations were accepted, 25 were declined, and 100 exceeded the time limit. The top three departments in terms of consultation volume were Obstetrics and Gynecology (25.78%), Pediatrics (23.92%), and Dermatology (20.96%). With the annual growth in the service, the total number of consultations, accepted consultations, declined consultations, and overdue orders increased each year, although the differences were not statistically significant (P > 0.05). The consultation waiting time showed a decreasing trend, recorded at 665, 356, and 404 min, respectively. The average consultation time remained stable at 1,414, 1,373, and 1,346 min. Conclusion Nurse-led Free Hospital-Based Internet + Nursing Health Consultation Services provide patients with convenient and efficient health consultation channels, helping to meet the growing health demands of patients. As the service has expanded over the years, the overall consultation volume has shown an upward trend while maintaining stable service quality and gradually reducing waiting times, offering more timely nursing health consultation services. Future recommendations include multicenter studies to explore the effectiveness and safety of Free Hospital-Based Internet + Nursing Health Consultation Services.
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