Since the fall of 2023, the pediatrics department of the Second Affiliated Hospital of Nanjing Medical University experienced a rapid increase in patient volume due to frequent seasonal influenza outbreaks and cross infection among schoolchildren, resulting in a 36.6 per cent increase in September compared to August. Confronted with the overcrowded and noisy waiting room filled with crying children, and seeking to enhance the patient experience and meet performance targets, Dr. Weichao Ha faced a critical decision: Should he increase the number of physicians on duty, or should he reform the service process based on the special clinical-course pattern of pediatric patients?
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