医院船平台海外医疗服务期间骨科门诊候诊方案的研究

Research and improvement on the satisfactory degree of foreign clinic service patients aboard hospital ship

目的 提高医院船海外医疗活动期间门诊患者对候诊方式的满意度,持续改进涉外医疗服务质量.方法 在对巴基斯坦、孟加拉国两个到访国进行医疗服务期间,选取3d,每天抽取30名外籍患者分别给予3种候诊顺序排队就诊,并采用自制调查问卷进行就诊满意度调查.将满意度最高的候诊方案应用到后3个国家的医疗服务中.结果 方案C与方案A在初诊等待时间、检查等候时间及总候诊时间上比较,差异有统计学意义.方案B与方案A在初诊等待时间、检查等待时间及总候诊时间上比较,差异有统计学意义.受调查患者满意度：方案A为70.0％～76.7％,方案B为73.3％～80.0％,方案C为96.7％～100.0％.结论 方案C为最佳候诊方案,缩短了患者的综合候诊时间,改善了候诊秩序,提高了患者满意度.门诊候诊方案的研究和改进,在保障医院船平台门诊工作的高效开展,提升外籍患者满意度方面有重要价值.

Objective To upgrade the satisfactory degree of foreign patients by persistently improving medical treatment quality aboard hospital ship.Methods To choose 3 days and 30 foreign cases who accepted ultramarine medical treatment on hospital ship.All the cases were Pakistani or Bangladeshi.Cases were assigned into 3 kinds of queuing program and investigated the satisfactory degree using self-made questionnaire.The program of highest satisfactory degree was used in the next 3 countries.Results Analysis showed that waiting time for preliminary diagnosis,examination and total waiting time were significantly different between program C and A; waiting time for preliminary diagnosis,examination and total waiting time were significantly different between program B and A,but time for return visit increased in program B compared to that of program A.Degree of satisfaction：70.0％～76.7％ for program A,73.3％～80.0％ for program B,96.7％～100.0％ for program C.Conclusions Program C is the best method to shorten waiting time,improve order and upgrade the satisfactory degree.This research has a significant value in the enhancement of efficiency aboard hospital ship and improvement of foreign patients＇ satisfactory degree.