Objectives: To discuss the demands and countermeasures for outpatients and emergency patients during the outbreak of coronavirus disease 2019 (COVID-19) in large general hospital.
Methods: By analyzing patients' demands, outpatient service system and emergency system complemented each other with the help of "internet medical" to provide online medical treatment, self-diagnosed pneumonia program, online pharmacies, outpatient appointment and online pre-examination services, open green channels for special patients, and to provide referral services for critical patients. The COVID-19 suspected patients and other common fever patients were separated from other patients.
Results: From January 28 to March 1, we have received 26 000 patients online, 1 856 special patients, 2 929 suspected patients and common fever patients including 31 confirmed patients, 0 case of misdiagnosis and cross-infection.
Conclusions: Targeting patient's demands and taking appropriate measures are effective on meeting the needs of outpatients' and emergency patients' medical services.
目的: 探讨2019冠状病毒病(coronavirus disease 2019，COVID-19)疫情期间大型综合性医院门急诊患者的就诊需求及应对措施。方法: 针对COVID-19疫情期间门急诊患者的就诊需求，中南大学湘雅医院采取门诊系统、急诊系统相互补充，同时借助“互联网+医疗”的现代化信息手段，为患者提供居家诊疗、肺炎自诊、线上购药、门诊预约、便民服务、特殊患者诊疗服务、急危重症患者转诊服务、便捷退费和退药服务、COVID-19疑似患者及发热患者服务等。结果: 自2020年1月28日至3月1日，中南大学湘雅医院共完成线上诊疗26 000次，服务有特殊诊疗需求的患者1 856人次，服务COVID-19疑似患者及发热患者2 929例，其中确诊COVID-19患者31例，漏诊0例，院内感染0例。结论: 对门急诊患者的需求进行分析后采取针对性的应对措施，可以在有效防控疫情的同时，最大限度地满足门急诊患者的就诊需求。.
Keywords: coronavirus disease 2019; countermeasures; emergency department; large general hospital; outpatient; patient demands.