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目的:分析预约制度在超声科管理中的实践效果。方法:选取2016年3~5月于浙江大学国际医院超声科进行检查的226例患者为观察组,2015年12月~2016年2月的226例患者为对照组,对照组按一般流程接受检查,观察组在预约制度服务模式下进行。统计2016年3~5月检查人数、预约人数及预约到达情况,比较两组患者满意度和投诉率。结果:2016年3~5月超声科检查预约率和预约到达率均呈明显上升趋势;观察组患者对等候时间、就诊环境、医师服务态度、检查时间充裕性各项的满意度,明显高于对照组(P<0.01);观察组投诉率为0.00%,较对照组的2.65%显著下降(P<0.05)。结论:预约制度能有效提高超声科非医疗等候时间,改善就诊环境,提高工作效率及患者满意度。
Objective: To analyze the practical effect of reservation system in the management of ultrasound department. Methods: Totally 226 patients in the Department of Ultrasound, Zhejiang University Hospital, from March to May, 2016 were selected as the observation group. 226 patients from December 2015 to February 2016 were selected as the control group. The control group was examined according to the general procedure , Observation team in the reservation system service mode. Statistics March 2016 to March check the number of people booking appointment and arrival, the two groups of patients satisfaction and complaint rates. Results: From March to May of 2016, the examination rate and booking arrival rate of ultrasound department showed an obvious upward trend. In the observation group, the patients’ satisfaction with waiting time, medical treatment environment, physician’s service attitude and examination time adequacy was obviously higher than (P <0.01). The complaint rate in the observation group was 0.00%, which was significantly lower than that in the control group (2.65%, P <0.05). Conclusion: The reservation system can effectively improve the non-medical ultrasound waiting time, improve the treatment environment, improve work efficiency and patient satisfaction.