专家门诊预约挂号爽约原因分析与对策探讨

Analysis of reasons of breaking appointment in specialist clinics and countermeasures

目的:了解专家门诊爽约原因,制定针对性措施,降低爽约率,提高预约挂号服务质量。方法:采用自行设计的调查问卷对2013年部分爽约患者进行电话访谈,并针对爽约原因采取相应对策。结果:对580个爽约患者进行了电话访谈,爽约率是18%。爽约主要原因是遗忘、不了解爽约规定和取消预约方法、错过转号时间等。结论:完善预约挂号方式和流程,加强宣传力度,完善配套管理制度,合理调整资源配置,可有效降低爽约率。

Objective：To understand the reasons of specialist clinic breaking appointment, to develop targeted measures in or-der to reduce the miss rate and improve the quality of service of appointment registration. Methods：We used the questionnaire de-signed by ourselves to telephone interview the missing patients in 2013, and took appropriate countermeasures. Results：580 patients were telephone interviewed and the miss rate was 18%. The main reasons were forgetting, not understanding the rules and methods to cancel an appointment, missing the transfer time, and so on. Conclusions：It is need to improve the way to make an appointment and processes, reinforce propaganda, perfect the management system, and reasonably adjust the allocation of resources, which can effec-tively reduce the miss rate.