急诊患者退号原因的调查分析

Investigation on parents＇ registration withdrawal at emergency room

目的统计急诊患者退号率，分析退号原因，提出改进措施。方法采用自行设计的急诊退号调查表，对2012年5月--12月急诊退号量及原因进行分析。结果2012年5月--12月急诊平均退号率是9．03％，退号原因分别为：患者自主换号、患者或家属提供信息错误、医疗项目提供不足、患者主观意愿退号、候诊时间过长、患者自改费别、挂号员分诊及操作不当、医保开药受限和网络故障。结论将急诊退号纳入门诊日常管理，实行动态监管机制，不仅能提高门诊服务质量，也可发现和解决门诊管理中存在的深层次缺陷。

Objective To analyze and figure out the reasons on parents＇ registration withdrawal at the emergency room in order to improve the service. Methods Adopting the serf-designed registration withdrawal investigation form, an analysis was conducted on the data collected in between May and December in 2012. Results The withdrawal in average in the period was 9.03%. The reasons included exchanging the ticket number with each other on their own, incorrect information finished by patients themselves or their respective families, insufficient service range, withdrawal by patients＇ themselves, long waiting, unauthorized modification on the cost categories, incorrect process conducted by the receptionists, limit on patients＇ health care program, as well as insufficient website support. Conclusion Dynamic supervision and management is highly suggested in order not only to improve the service quality at outpatient clinics but also locate problems and issues instantly and orovide solutions for them.