大型综合医院患者预约候床忠诚度调查

A Survey on Patient Loyalty of Reservation Bed in a Large General Hospital

目的调查某大型综合医院预约候床患者情况,探讨影响患者预约候床忠诚度的医院运行因素。方法采用问卷调查方法,电话访问某大型综合医院入院服务中心截至2013年7月底所有预约候床患者后收集基础数据,使用预约候床忠诚测度指标分析各科室患者预约候床特征并采用多元统计分析方法分析候床忠诚度的影响因素。结果该大型综合医院各科室预约候床患者忠诚度特征差异明显,主要受平均等待入院时间、取消等候队长、省内患者忠诚度、平均住院日和当日出院再入院率影响。结论大型综合医院应重视床位资源供需信息的动态监控与披露,改善床位资源的管理并优化预约签床系统,以提升患者预约候床忠诚度。

Objectives To survey the features of reservation bed and investigate the factors of hospital operation which may affect the patient loyalty of reservation bed in large general hospital. Methods All patients who reserved bed before July 2013 in hospital service center of a large general hospital were investigated by questionnaire in telephone and collected the basic data. Measurement index was designed to conclude the characteristics of patient loyalty of reservation bed in different departments. Multivariate statistical analysis was used to analyze the influence factors of patient loyalty. Results In the large general hospital,significant difference was found in patient loyalty of reservation bed in different departments. The diversity was mainly impacted by average waiting time of admission,cancelling waiting length,loyalty of patient inside the province,average length of stay,readmission rate on the day of discharge. Conclusions Large general hospital should pay more attention to dynamic monitoring and disclosure of supply and demand information of bed resources,to improve the management of beds resources and optimize reservation system,to elevate patient＇s loyalty of reservation bed in hospital.