论文部分内容阅读
目的:针对患者在口腔门诊就诊中的不满意环节,提出优化口腔门诊流程的措施。方法:选取上海交通大学医学院附属第九人民医院口腔门诊患者,共发放问卷479份,问卷分为总体满意度和口腔科就医各环节的评价,共15个问题,每个问题为5级评分制。采用SPSS13.0软件包对数据进行描述性统计、t检验和方差分析。结果:患者总体满意度为4.68分,候诊时间长、患者在数个科室之间往返就诊、主诊医师对诊断和治疗的解释不够详细评分最低。结论:采用分时段预约诊疗、先诊疗后付费、加强人性化分诊、设立口腔综合科、检查序列优化等优化门诊流程的措施,能有效改善患者的就医体验。
Objective: In view of the dissatisfaction of patients in the oral clinic, put forward the measures to optimize the oral clinic flow. Methods: A total of 479 questionnaires were sent out to the Ninth People’s Hospital of Shanghai Jiao Tong University School of Medicine. The questionnaires were divided into overall satisfaction and evaluation of various aspects of stomatology. There were 15 questions, each with 5 grades system. Descriptive statistics, t-test and analysis of variance were performed using SPSS 13.0 software package. Results: The overall satisfaction of patients was 4.68 points, waiting for a long time, the patient went back and forth between several departments, and the attending physician explained the diagnosis and treatment in detail with the lowest scores. Conclusion: The measures of optimizing the outpatient procedure by using scheduled appointment, payment after first diagnosis and treatment, strengthening humanized triage, establishing oral comprehensive department and checking sequence optimization can effectively improve the medical experience of patients.