地市级医院开展门诊预约诊疗服务的效果

The effects of appointment clinic service in municipal hospital

目的在公立医院推行门诊预约诊疗服务,改变传统挂号模式,提高患者满意度。方法通过电话、现场、诊间、候诊区和网络等方式预约,合理分配诊疗时间,对门诊预约实施流程化管理。结果预约量稳步上升,复诊预约率逐渐增加,失约率下降,患者满意度提高(P<0.01或P<0.05)。结论开展门诊预约诊疗服务可有效减少候诊时间,提高预约就诊率,改善患者就医感受。

Objective To promote patient satisfaction by pursuing appointment service and modify registration modes in public hospitals. Methods Measures included providing outpatient appointment by telephone, scene, between clinics, waiting area and network, and distributd diagnosis and treatment time reasonably. Results Reservations rose steadily, further consultation appointment rate increased gradually, patients＇ satisfaction increased, and missed appointment rate declined （P 〈 0.01 or P 〈 0.05 ）. Conclusion Appointment diagnosis and treatment mode in different time can effectively reduce patients＇ waiting time, optimize outpatient service process, improve appointment outpatient rate and improve patients satisfaction.