北京某三甲医院预约挂号满意度及影响因素调查

Survey of the Satisfaction and Influence Factors of Registration Booking in One Grade 3 First-class Hospital in Beijing

目的改进医院预约挂号服务工作,完善预约挂号流程,进一步满足患者需求。方法以2011年6月对通过网络、电话预约挂号的方式成功挂号的患者为调查对象,采用问卷调查方法,由经过培训的调查员进行调查,采用Epida-ta3.0软件进行数据录入,采用SPSS13.0进行统计分析。结果对网络、电话预约挂号不满意的有57.4%,不满意的原因主要集中在取号环节上,80%多的患者是通过媒体和医院的宣传知道预约挂号的,但外地患者不足10%。结论医院试行的网络、电话预约挂号方式具有一定的现实可行性,但是在取号环节及宣传预约挂号的方面,具有一定的欠缺,需要进一步完善和优化。

Objective To improve hospital appointment registration services, to improve the appointment registration process, and to further satisfy the needs of patients. Method Survey group is based on investigation among patients registered via network and telephone booking during June 2011. Methods include questionnaire, interview, data entry via Epidata3.0 and statistical analysis by SPSS13.0. Result The dissatisfied rate for network and telephone booking registration was 57.4% mainly on collection procedure. More than 80% of the patients knew registration booking methods through hospital promotion and mass media, however less than 10% were not local. Conclusion The trail of e-registration and tele-booking is practical, but still needs improvement on its collections and promotion procedure.