医院门诊患者预约现况研究——以上海市某二级医院为例

Cross- Sectional Study on the Hospital's Outpatient Appointments——Taking One Secondary Hospital in Shanghai As an Example

目的为医院制定和完善预约服务策略和措施提供依据。方法上海市某二级医院2014年7—9月间随机调查门诊预约病人的年龄结构、患者类型、预约情况及满意度等，比较不同预约方式下预约时间及满意度等差异。结果共调查403例，45岁以上病例占67．5％，复诊病人占73．4％，专家门诊预约比例为73．9％。现场、电话、“一站式”3种不同预约方式预约时间差异有统计学意义（X2=141．03，P〈0．01），不同预约方式下总体满意度间有差异（P〈0．05）。结论不同预约方式预约效率不同，门诊预约仍需要进一步改进。

Objective： To provide information for hospitals to develop the service strategy and measures through exploring ap- pointment status and problems in outpatient clinic in one secondary hospital in Shanghai. Methods： One secondary hospital in Shanghai was selected and the outpatient appointments from July to September in 2014 was investigate randomly. Age structure, patient types, appointment situation and satisfaction of the outpatient appointments were analyzed. The differences of waiting time and satisfaction between different appointments were compared. Results： 403 patient appointments were investigated, while patients over the age of 45, further consultation patients and specialist service for outpatients were separately accounted for 67.5 %, 73.4% and 73.9%. There was significant differences in appointment time between different appointment modes： on - the - spot, telephone and machine （X2 = 141.03,P 〈 0.01 ）, and statistically significant was also shown in waiting time and overall satisfaction（P 〈 0.05 ）. Conclusions： Different efficiency was shown for the three methods to make an appointment, hospital appointment service should be improved and strengthened.