杭州市口腔医疗用户预约分析数据
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一、医院端核心价值：提升资源利用率：通过监测预约未到率，结合用户等级推送提醒（D级用户双提醒，A/B级用户保权益），降低未到率，减少医生/设备闲置。优化排班服务：按科室履约率、取消预约率调整排班（如种植科留弹性时段），减少冲突，降低投诉。联动营收：将履约率、失约率纳入医生考核，提升整体履约率，增加复购和营收。二、分用户等级运营方案（聚焦服务与优先级）：A级（90-100分）：①预约优先——优先锁定旺季热门医生/时段，支持1次/季度7天内临时调时段；②服务优先——到店免排队登记，享专属客服对接，年度1次免费口腔检查。B级（80-89分）：①预约优先——可约15天内热门时段，每月1次提前24小时调约免记录；②服务优先——到店优先叫号（比普通用户快15分钟），诊疗后赠洗牙9折券。C级（70-79分）：①预约服务——可约非高峰时段，预约前分3次推送提醒（避免失约）；D级（≤69分）：①预约服务——可约7天后非热门时段，预约后电话确认（确保有效）；三、行业价值：帮中小机构建标准化用户标签，替代人工记忆，降低未到率。履约率等指标成行业参考标准，助机构对标改进，释放诊疗产能。推动行业分层服务，留存优质用户、转化待改进用户，实现体验与效益双提升。1.数据收集和预处理：（1）数据收集：收集医院预约管理系统中的预约相关数据，具体包括统计、总预约次数、预约未到数、履约数、取消预约数、失约数。（2）数据预处理：对采集到的原始数据进行处理，去除医院主动取消预约、用户提交未确认预约、测试订单等无效数据，同时排除用户因突发疾病等特殊情况并提供证明的豁免数据。2. 核心率类指标计算：（1）计算预约未到率：预约未到率＝（预约未到数÷总预约次数）×100%；（2）计算履约率：履约率＝（履约数÷总预约次数）×100%；（3）计算取消预约率：取消预约率＝（取消预约数÷总预约次数）×100%；（4）计算失约率：失约率＝（失约数÷总预约次数）×100%。3.计算各率类指标评分（四舍五入保留两位小数）：（1）履约评分=履约率x40（满分为40分）、（2）预约未到评分=（100%-预约未到率）x20（满分20分）、（3）取消预约评分=（100%-取消预约率）x20（满分20分）、（4）失约评分=（100%-失约率）x20（满分为20分）；4. 建立综合评分与用户等级判定模型：（1）计算综合评分=履约评分+预约未到评分+取消预约评分+失约评分。（2）用户评级：基于医院运营需求及用户管理目标，确定当综合评分 90-100 分，则用户等级为 “A 级（优质）”；当综合评分 80-89 分，则用户等级为 “B 级（良好）”；当综合评分 70-79 分，则用户等级为 “C 级（一般）”；当综合评分 69 分及以下，则用户等级为 “D 级（限制）”。
I. Core Value for Hospital Operations 1. Improve Resource Utilization: Monitor the no-show rate and send targeted reminders based on user tiers (double reminders for Level D users, retain benefits for Level A/B users) to reduce no-shows and cut down on idle doctors and equipment. 2. Optimize Scheduling Services: Adjust scheduling based on departmental fulfillment rates and cancellation rates (e.g., reserve flexible time slots for the Dental Implant Department) to reduce scheduling conflicts and complaints. 3. Link to Revenue: Incorporate fulfillment rate and breach rate into physician performance assessments to improve overall fulfillment rate, and boost repeat purchases and total revenue. II. Tiered User Operation Plan (Focus on Service and Priority) - Level A (90-100 points): ① Booking Priority: Prioritize booking for popular doctors and time slots during peak seasons, support 1 temporary time slot adjustment within 7 days per quarter. ② Service Priority: Skip check-in queuing upon arrival, enjoy dedicated customer service support, and receive 1 free oral examination per year. - Level B (80-89 points): ① Booking Priority: Book popular time slots within 15 days, enjoy 1 free appointment adjustment 24 hours in advance per month without record. ② Service Priority: Be called ahead of regular users (15 minutes earlier) upon arrival, and get a 10% discount coupon for teeth cleaning after treatment. - Level C (70-79 points): ① Reservation Service: Book non-peak time slots, send 3 reminder notifications before the appointment to avoid missed visits. - Level D (≤69 points): ① Reservation Service: Book non-popular time slots 7 days later, confirm via phone call after reservation to ensure validity. III. Industry Value Help small and medium-sized medical institutions build standardized user tags instead of relying on manual memory, thereby reducing no-show rates. Make indicators such as fulfillment rate become industry reference standards, enabling institutions to benchmark and improve their operations, and releasing medical treatment capacity. Promote tiered services in the industry, retain high-quality users, convert users in need of improvement, and achieve dual improvements in service experience and economic benefits. 1. Data Collection and Preprocessing (1) Data Collection: Collect appointment-related data from the hospital appointment management system, including total number of appointments, number of no-shows, number of fulfilled appointments, number of canceled appointments, and number of breached appointments. (2) Data Preprocessing: Process the collected raw data by eliminating invalid data such as appointments actively canceled by the hospital, unconfirmed appointments submitted by users, and test orders. Additionally, exclude exempted data where users provide valid proof of special circumstances such as sudden illness. 2. Calculation of Core Rate-based Indicators (1) No-show Rate: No-show Rate = (Number of No-shows ÷ Total Number of Appointments) × 100% (2) Fulfillment Rate: Fulfillment Rate = (Number of Fulfilled Appointments ÷ Total Number of Appointments) × 100% (3) Cancellation Rate: Cancellation Rate = (Number of Canceled Appointments ÷ Total Number of Appointments) × 100% (4) Breach Rate: Breach Rate = (Number of Breached Appointments ÷ Total Number of Appointments) × 100% 3. Calculation of Rate-based Indicator Scores (rounded to two decimal places) (1) Fulfillment Score = Fulfillment Rate × 40 (Full Score: 40 points) (2) No-show Score = (100% - No-show Rate) × 20 (Full Score: 20 points) (3) Cancellation Score = (100% - Cancellation Rate) × 20 (Full Score: 20 points) (4) Breach Score = (100% - Breach Rate) × 20 (Full Score: 20 points) 4. Establishment of Comprehensive Score and User Tier Determination Model (1) Comprehensive Score = Fulfillment Score + No-show Score + Cancellation Score + Breach Score (2) User Tier Determination: Based on hospital operational needs and user management objectives, the user tier is defined as follows: - Level A (Premium): Comprehensive score of 90-100 - Level B (Good): Comprehensive score of 80-89 - Level C (Average): Comprehensive score of 70-79 - Level D (Restricted): Comprehensive score of 69 or below
