2253例患者医疗咨询问题分析

Analysis on medical counseling questions from 2253 patients

目的全面了解门诊患者常见的咨询问题,从而指导门诊咨询工作,提高门诊咨询服务质量,更好地为患者提供优质的医疗服务。方法自行设计调查表,收集整理本院门诊部2253例患者在3个月内所咨询的各类问题,进行归纳分析。结果咨询问题归纳分类为知识类(42%),方位类(33%),信息类(20%),服务查询类(5%)。结论把患者满意作为衡量服务质量的重要标准,使咨询工作规范有序、就医时间缩短、人性化服务、及时科学地进行导医流程改进,是提高服务质量的有效途径。

Objective To better understand the frequent questions asked by patients to an information desk nurse in a outpatient clinic,and thereby to guide how to improve the function of information desk and ultimately to provide patients a better service.Methods By using a self designed form,a survey was conducted in a general hospital outpatient clinic for three months to collect and analyze all kinds of questions from 2253 patients.Results The distribution of patients′ questions was classified into lack of knowledge in medications and lab tests（42%）,orientation（33%）,service requests（5%）,and payment information（20%）.Conclusion To put patients′ satisfaction first with emphasis on establishing efficient and convenient care-seeking procedure and short waiting time is the key to provide high-quality medical care services.