医院门诊诊间确费预约流程的建立与实施

Application and analysis of a new mode that outpatients can pay fees and make the next appointment directly in doctors′ office

目的探讨在医院门诊建立诊间确费预约的流程。方法 2011年5—6月上海交通大学医学院附属瑞金医院门诊实施诊间确费预约流程,通过计算机系统实时跟踪记录200例门诊患者从就诊开始至预约完成(包括排队等待)所耗费的时间,并与2010年12月—2011年3月200例患者所耗费时间进行比较,同时进行满意度问卷调查。结果实行诊间确费预约模式后,门诊患者需要耗费的平均时间为(8.27±3.30)min,平均缩短17.41 min;患者满意度从(71.30±4.41)%上升至(88.73±5.17)%。结论诊间确费预约模式能够大幅度缩短患者就诊、收费和预约流程的等待时间,显著提高了患者满意度,全面提升了医院的诊疗环境及医疗质量。

Objective To investigate the application of a new mode that outpatients can pay fees and make the next appointment directly in doctors＇ office through hospital information system, and to assess the patient satis-faction. Methods From May to June 2011 the new mode was applicated in our hospital. The computer system real-timely tracked 200 outpatients, and the time from seeing a doctor to making the next appointment was caculated. Another 200 outpatients in our hospital from December 2010 to March 2011 were set as controls. The patient satisfaction was assessed by self-designed questionnaire. Results After implementation of the new mode the mean time from seeing a doctor to making the next appointment was （8.27 ± 3.30） min, 17.41 min shorter than before. The patient satisfaction rate increased from （71.30 ±4.41 ）% to （88.73 ± 5.17）%. Conclusion The new mode can greatly shorten the waiting time, and improve the patient satisfaction .