门诊患者退换号原因及对策

Investigation on Reasons and Countermeasures of Canceling and Exchanging Registration in Outpatient De-partment

目的:探讨门诊患者退换号的原因、影响及对策。方法:分析一个月内所有退换号的门诊患者260人次。结果:同期门诊量27100人次,平均退换号1%左右,而退换号前5位原因分别是,对服务态度不满58人次,占22.31%;对质量不满50人次,占19.23%;对流程不满45人次,占17.31%;对候诊时间不满37人次,占14.23%;对医院环境及设施不满24人次,占9.23%。结论:退换号对患者、医院和社会均造成一定的负面影响,应针对这一现象,建立门急诊患者退换号管理制度,建立门诊独特的服务和诊疗体系,加强质量培训,进行缩短患者等候时间的专项整治等,以解决患者看病难、看病贵的问题。

Objective： To investigate reasons and impacts and countermeasures of canceling and exchanging registration phenomena in outpatient department. Methods： A sampling survey was conducted in 260 person - time outpatients who had cancelled and exchange registrations in one month. Results：Outpatients who had cancelled and exchange the registrations accounted 1% of 27100 outpatients in the same period. There were 5 major reasons： 58 person-time outpatients （22.31%） were unsatisfied with the service attitudes, 50 （19.23%） with the service quality, 45 （ 17.31% ） and 37（ 14.23% ） people complained about the service processes and long waiting time respectively, while 24 （9.23%） were dissatisfied with the environment and facilities of the hospital. Conclusions： Canceling and exchanging registration would bring negative influences to patients, hospital and society, so in outpatient department the management mechanism should he established to supervise it, meanwhile, quality training and process rebuilding should be carried out.