专家门诊预约挂号满意度分析

Preliminary Analysis of Specialist Outpatient Appointment Registration Satisfaction

目的改善预约挂号服务,提高预约挂号服务满意度。方法 2012年6-12月每月向门诊就诊者发放调查表80份进行预约挂号满意度调查,选取2012年3月以来有专家门诊就诊经历者为分析对象;调取HIS中同期专家门诊预约挂号相关数据。以SPSS13.0软件进行相关数据处理分析。结果入选287份中80.5%采用过预约挂号,高于实际预约挂号率且有职业差别,农民最低。调查的预约方式构成比与实际有差异,但均以现场人工预约挂号为最多。满意率为93.9%,但年龄小于30岁者满意度仅为85.2%,且电话及短信预约的满意度也较低。结论宣传及便捷高效可靠的预约服务是提高预约率及预约服务满意度的重要措施之一。

Objectives： In order to improve appointment registration services and it＇s satisfaction. Methods： 80 questionnaires were issued to outpatients per month to survey the appointment registration satisfaction in June to December, 2012 and then the respondents with the experience of seeing a doctor in the specialist outpatient service since March 2012 were selected as analysis objects. The data related to specialist outpatient appointment registration from HIS system in the same period were taken. Relevant data were analyzed using SPSS13.0 software. Results： 80.5% of 287 cases selected had made appointments, higher than the actual appointment registration rate, and showing occupational differences with the farmers the lowest. Survey results indicated that , the rate of appointment differed from the reality, with the field manual appointment registration accounting for the largest share. The appointment service satisfaction is 93.9% , but just 85.2% in people younger than 30 years and satisfaction of telephone or SMS reservation is relatively low too. Conclusions ：It is one of the important measures to offer a convenient, efficient and reliable reservation service and to make publicity so that the appointment registration rate and its satisfaction can be improved.