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目的回顾性总结门诊退换号的百分比,分析门诊退换号的原因、影响,以期了解退换号进行督查后的效果,进一步寻找对策,提高工作质量。方法抽取医院门诊2007年1月至2008年10月退换号的有关资料,依据医院对门诊管理策略的调整,分为三组:A组:2007年1～5月;B组:2007年6～12月;C组:2008年1～10月,对每组门诊退换号的原因进行分析和比较。结果A组、B组、C组退换号率分别为0.41%、0.27%、0.22%,B组、C组与A组比较(P<0.05),每组退换号原因前三位的是工作人员服务态度问题、质量问题、流程问题,且B组、C组与A组多个原因比较有显著改善(P<0.05)。结论医院在门诊管理上尚存在很多改进的地方,建立和健全门诊患者退换号规范化管理制度,动态管理,能减少退换号率。
Objective To retrospectively summarize the percentage of outpatient reimbursement number and analyze the reason and influence of outpatient reimbursement number so as to understand the effect of reimbursement number after supervision and further seek countermeasures to improve the quality of work. Methods The data of hospital outpatient service from January 2007 to October 2008 were collected and divided into three groups according to the adjustment of outpatient management strategies in hospitals: Group A: January ~ May 2007; Group B: December; Group C: From January to October 2008, the reasons for the outpatient reversion were analyzed and compared. Results The replacement rates of group A, group B and group C were 0.41%, 0.27% and 0.22% respectively. The difference between group B and group C was significant (P <0.05) Service attitude problems, quality problems and process problems. And there were significant differences (P <0.05) among B group, C group and A group. Conclusion There are still many improvements in outpatient management in hospitals. Establishing and perfecting standardization management system of outpatient service for outpatients, dynamic management can reduce the number of replacement.