Outpatient registration, payment and examination appointment rely on multiple sets of independent systems. Patients need to switch operations repeatedly, and the process is connected with each other, which directly leads to the increase of overall time consumption for waiting and diagnosis and treatment.

The data of customer service system and HIS system are not communicated in real time, so it is difficult for doctors to access the historical medical records of patients, and information is easy to be missing when referral of complex cases across departments, which affects the accuracy of diagnosis and treatment.

The operation of self-service terminal is complex, and the use barrier of elderly patients is prominent. Customer service hotline intelligent voice navigation response is slow, high-frequency consultation processing efficiency is low. And the system lacks automatic reminders for follow-up after diagnosis, and patients with follow-up visits need to describe the medical history repeatedly.

Cross-hospital data standards are inconsistent, health files are difficult to share, data formats and standards of customer service systems in different hospitals are different, and health files cannot be exchanged when patients visit hospitals across hospitals, resulting in frequent repeated examinations, which not only increases the burden on patients, but also causes waste of medical resources.

Insufficient protection of sensitive information, lack of traceability mechanism, mobile inquiry APP does not integrate encrypted transmission technology, and there is a risk of leakage of sensitive information such as patient consultation records and health data. At the same time, the operation log of the customer service system has not been marked through the whole process, making it difficult to trace subsequent problems.

Customer service personnel lack systematic medical background knowledge, and it is difficult to accurately respond to professional consultations such as medication guidance and preliminary judgment of symptoms, so they need to frequently transfer Junior College doctors to prolong the waiting time of patients.

The intelligent training system does not cover the core professional contents such as medical terminology and inquiry process, and newcomers need to learn from their posts for a long time after taking up their posts, resulting in uneven team service capabilities, low complaint handling efficiency and difficulty in forming unified service standards.