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目的研究某三级甲等医院预约诊疗服务体系,为优化预约就诊流程和服务内容提供依据。方法统计2010年1月-2012年12月通过电话预约、现场预约、诊间预约、网络预约和118114电话预约的患者人数,并对预约就诊人数及患者满意度进行对比分析。结果 2010年1月-2012年12月门诊就诊人数平均增长23.61%,预约率平均增长93.49%,患者满意度较2009年增长8.2%,差异具有统计学意义(P<0.05)。结论建立门诊预约诊疗体系对优化门诊就诊流程、提高门诊工作效率、缩短患者非医疗等候时间发挥重要作用。门诊预约服务的发展依赖于医患双方行为的转变,形成良性就医行为。
Objective To study the appointment and treatment service system of some third-class hospitals to provide the basis for optimizing the booking process and service contents. Methods From January 2010 to December 2012, the number of patients who made telephone reservation, on-site appointment, clinic appointment, network reservation and 118114 telephone reservation were counted and compared between the number of scheduled visits and patient satisfaction. Results From January 2010 to December 2012, the average number of outpatient visits was 23.61%, the average reservation rate was 93.49%, and patient satisfaction was 8.2% higher than that in 2009 (P <0.05). Conclusions The establishment of an outpatient booking system plays an important role in optimizing outpatient visits, improving outpatient service efficiency and shortening non-medical waiting time. The development of outpatient appointment service depends on the change of behavior between doctors and patients to form a good medical practice.