Voice function operation in hospital intelligent registration systems

Abstract: Based on the technological development trend of modern society, hospitals use intelligent registration machines to provide support to human workers. At present, the self-service registration machine presents the following interactive problems: due to the inconsistency of department names across various hospitals, the operator struggles to accurately find the target option that meets the needs of their illness on the machine, instead they have to seek manual consultation at the triage desk. However, under normal circumstances, the triage table is often understaffed with no clear queuing rules. In such environments, this is more likely to increase anxiety and other stressful emotions that can result in contradictions and disputes between patients and staff. Moreover, the system used by the self-service registration machine may not be suitable for the elderly and similar patients who are not familiar with technology use, and not as accessible for the visually impaired. Therefore, in order to facilitate the improvement of intelligent registration machines, field research was conducted in three different hospitals currently using said self-service machines. To investigate the interaction process, the researcher observed the use of the equipment in the hospital environment and patients were briefly interviewed on how the machines may be inaccessible. Patient responses were then sorted into key points, coded, and grouped into specific problems. Field research can effectively gather information of the significant problems in the environment the equipment is used such as the user's emotions, grasp the common problems of use by the public, and propose targeted solutions. Finally, this study is aimed to optimize the device interaction by adding the voice recognition function and make a targeted voice dialogue registration system design to the self-service machine. Upon returning to the research site to ask the patients whether the addition of the voice system could improve the efficiency of operation, the consensus was unanimously affirmed. The addition of the new voice functions in intelligent registration equipment can effectively improve the registration efficiency, reduce the error rate of department selection and reduce the probability of hospital disputes, and also can relive the pressure of triage desk manual service, and form a better general hospital environment. The specialised voice registration can reduce the difficulty of operation for the elderly, the visually impaired, and those whose disabilities make it inconvenient to use such machines, and broadens the scope of use.

Keywords: Humanized design, service design, hospital self-service terminal, medical experience

DOI: 10.54941/ahfe1005577

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