门诊预约挂号“瓶颈”突破

"Bottleneck" Breakthrough of Outpatient Appointment Registration

本文就开展预约挂号实际工作中存在的基础平台、医患习惯、管理、就诊流程及预约员本身素质等诸方面的问题,进行了详细的分析,提出了一系列突破"瓶颈"的办法,比如:构建统一的预约平台、架设专用虚拟网、制定严格的门诊医师出诊制度、建立军队双向转诊系统、开展各种规范化培训、开展全预约诊疗服务模式等等,并付诸实践,优化了门诊服务流程、提高了医疗质量及效率、提高了患者的满意度,实现了医患双赢,希望能为医院完善预约服务机制提供借鉴。

This paper analyzes the problems existing in the appointment register, such as the basic platform, the doctor-patient habits, manage- ment, treatment process and reservation quality of personnel and etc. It implements a series of ways of breakthrough the ＂bottleneck＂, for example： a unified reservation platform building, setting up a VPN, formulation of strict rules and regulations of outpatient doctor, creation of a system of an army of two-way referral, carrying out a variety of standardized training, running a full reservation mode and so on, putting into practice. It can optimize the out-patient service processes and improve medical quality, efficiency and patients＇ satisfaction, which achieve a win-win situation between doctors and patients that may provide a reference to improve the booking service mechanism.