Abstract:

Objective To design an intelligent demand Q&A program based on the humanistic care concept for emergency care and verify its application effectiveness. Methods From January 2023 to December 2024，4，050 consultation records of patients and their families in the emergency department of a tertiary grade A hospital in Shenzhen were collected. Content analysis was used to classify the frequently asked questions，and an intelligent demand Q&A program integrating the humanistic care concept was designed. The program was officially launched and applied in the emergency department in January 2025. Using the continuous inclusion method，patients visiting the emergency department in January to June 2025 were the experimental group（n=300），and those in January to June 2024 were the control group（n=300）. The two groups maintained the same emergency service and nursing procedures except for the Q&A program. A self-designed questionnaire was used to evaluate patient satisfaction，and efficiency indicators such as nurse consultation load and response time were collected. Semi-structured interviews were conducted to understand the experience of patients in the experimental group after using the program. Results From January to June 2025，the program was used a total of 21，086 times，with an average of 117 uses per day. The average number of daily manual consultations per nurse in the experimental group（12.5 ± 3.2） was significantly lower than that in the control group（24.4±4.1），and the average response time for information retrieval in the expe-rimental group（1.5±0.5 min） was significantly shorter than that in the control group （3.2 ± 0.8 min）（P<0.001）. The experimental group scored significantly higher than the control group in all dimensions，including information accuracy，information accessibility，language affinity，and overall satisfaction（P<0.001）. The qualitative interview results identified two themes：the program’s functions were practical，effectively alleviating information anxiety；the language was warm and empathetic，enhancing the sense of security during medical treatment. Conclusion The emergency intelligent demand Q&A program designed under the humanistic care concept can effectively meet the dual needs of emergency patients for information and emotions，significantly improve their medical service experience and nursing work efficiency，providing a practical path for the integration development of intelligence and humanism in emergency care.

Key words: Emergency Department, Intelligent Question Answering, Humanistic Nursing, Medical Service Experience, Satisfaction