门诊患者候诊需求满足现状调查

Investigation on status of outpatient waiting time requirement

目的:了解综合医院门诊患者候诊时的需求及满足情况,为提升服务水平,最大限度地满足患者需求,提高患者满意度提供科学的依据。方法:对某院门诊候诊患者随机发放调查问卷,内容包括本次候诊过程的满意度、候诊时不满意事项、能接受的候诊时间、超过候诊时间预期的行为反应、候诊时最希望得到的服务。结果:61.52%的患者能接受的候诊时间为30分钟,92.04%的患者认为等候时间不能超过60分钟,如超过时间预期首先向分诊护士询问。候诊时患者最希望得到疾病相关知识的咨询服务。候诊满意度为75.46%,最不满意医生不按时开诊、医务人员带人插队。结论:患者候诊时的需求主要是候诊时间控制在60分钟内,候诊过程中应提供疾病相关知识的咨询讲座,分诊护士能耐心解答患者疑问、满足其合理诉求。

Objectives：To learn the demand of outpatient waiting time status in general hospital to give evidence for promoting medical service, maximum meeting patient＇s requirement and improving patient＇s satisfaction. Methods：Outpatients were randomly selected to receive a questionnaire which involves outpatient satisfaction, the dissatisfaction factors, the acceptable waiting time, the response when exceeding the acceptable time and wanted most when waiting. Results：61.52%of outpatients＇ acceptable time is 30 minutes. 92.04%of outpatients could not wait for more than 60 minutes. If the waiting time is beyond expected, they would ask nurses and wanted most for health education. Conclusions：The waiting time was considered to be controlled in 60 minutes. Health education would be carried out and nurses should patiently answer patients’ questions when waiting.