门诊病人的就诊时间规律和管理策略

Study on the visiting time of outpatients and coping strategy

目的:了解门诊病人的就诊时间分布情况,为门诊科学管理提供理论依据。方法:对2001～2005年我院门诊病人的就诊高峰时间进行调查分析,对资料按年、月、日进行分类,采用SPSS11.0统计软件处理。结果:每年病人的就诊高峰在7月(γ=0.07641,P<0.05);每周的周一为高峰日(|P|>1.96);每天上午病人就诊时间在9～10时即接近高峰值,至1时接近于平均水平;下午高峰出现比较早,即14:30～15:30至16:00均维持此水平。经采用弹性排班、预警系统、预约服务、节假日照常开诊等干预手段后,病人候诊时间明显缩短(t=33.81,P<0.01)。结论:门诊病人就诊时间有明显的季节时间性和明显的就诊高峰,采用科学的人力资源管理和各种应对策略后,“三长一短”现象明显减少,病人的月、周、日无明显高峰聚集现象,病人的满意度明显上升。

Objective： To investigate the distribution of visiting time of outpatients in （rater to manage outpatient depatment scientifically. Methods： The time with largest attendance during 2001-2005 was classified according to year, month and day and analyzed using SPSS 11.0, Results： Largest attendance appeared in July during a year （ y =0.07641, P〈0.05） and on Monday（ ｜P｜ 〉 1.96） during a week. In a day, most outpatients visited during 9- 10 o＇clock to 11 o＇ clock in the moming and during 14：30-15：30 to 16：00 in the afternoon. By applying sorae strategies such as elastic staffing, precaution system, appointment service, and opening outpatient department on festivals and holidays, the waiting time decreased remarkably （t=33.81, P〈0.01）. Conclusion： The visiting time of outpatients varied with seasons. By using scientific human resource management and other coping strategies, the phenomenon of three long and one short decreased obviously, the attendance didn＇t vary a lot during the day, week and month, and the patient＇s satisfaction improved obviously.