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目的 :调查手机移动终端预约挂号服务在门诊的应用现状,分析存在的问题并提出改进意见,从而进一步提高门诊服务的满意度。方法 :统计2014年6-12月我院手机移动终端预约挂号服务平台数据;通过方便抽样法调查2014年6-12月通过现场预约、电话预约及网络预约于我院就诊的508例患者,利用自行设计的满意度调查表进行电话回访。结果 :手机移动终端预约挂号总量以每月20%以上的速度递增,产科及儿科占总预约量的比例较高,而内科相对较低;外地患者使用比例高于本市患者。手机移动终端医疗服务男性的知晓率高于女性(χ2=93.76,P<0.001);知晓者中青年患者占57.5%,而老年患者较少,仅占3.0%,差异有统计学意义(χ2=39.45,P<0.001);3个主题10个条目中对“就诊叫号信息提醒”满意度低,对“药费、检查费支付”满意度低,对“医生专业方向介绍、医生诊疗信息介绍”满意度低。结论 :手机移动终端预约挂号服务最大限度地方便了患者就医,解决了患者挂号难问题,发展前景乐观,但其功能有待进一步改进和完善。
OBJECTIVE: To investigate the status quo of application of mobile phone reservation service in outpatient clinic, analyze the existing problems and make suggestions for improvement so as to further improve the satisfaction of outpatient service. Methods: The data of the registered mobile service subscriptions of mobile phones in our hospital from June to December in 2014 were counted. 508 samples of patients admitted to our hospital from June to December in 2014 by means of convenience sampling were investigated. Self-designed satisfaction survey conducted a telephone interview. Results: The total number of registered mobile phone subscriptions increased by more than 20% per month. The proportion of obstetrics and pediatrics in total reservation was higher, while the medical content was relatively lower. The proportion of patients using mobile phones in other cities was higher than that in other cities. The awareness of males in medical services of mobile phones was higher than that of females (χ2 = 93.76, P <0.001). The number of middle-aged and young patients was 57.5%, while the number of elderly patients was less (3.0%), with significant difference (χ2 = 39.45, P <0.001). Among the three subjects, 10 items were “low satisfaction”, “low satisfaction”, “low medical expenses and inspection fee payment” and “ Introduction of doctor’s treatment information ”Satisfaction is low. Conclusion: Appointment of mobile phone mobile phone booking service to maximize the convenience of patients for medical treatment, to solve the problem of registration of patients, the development of optimistic prospects, but its functions need to be further improved and improved.