某院门诊患者退号现状的调查分析

The Research and Analysis of Present Situation of Outpatient Return Number in a Hospital

目的通过调查某院门诊退换号现象,分析原因并提出管理对策,改善医院服务水平和提升患者就医满意度。方法以某院2014年7月-2015年6月门诊挂号系统中退号数据为研究对象,进行退号影响因素的数据分析。结果门诊挂号总人次为2646598人,退号209658人,退号率7.9%;影响因素主要包括患者因素59.9%、院方因素22.8%、其它因素17.3%等。结论患者挂错号是退号的主要原因。因此对于患者进行广泛的医疗知识宣传,增加医院与患者之间的相互交流是减少门诊退换号现象的重要措施。

Objective By investigating the return number in outpatients phenomenon, analyze the reason and puts forward management measures,improve service levels and promote hospital patient treatment satisfaction.Methods Take the registration system return data in a hospital during July 2014 and June 2015 outpatient as the research object, to analyze influence factors of it. Results Outpatient registration accumulated for 2646598 people,return number 209658 people, the return rate of 7.9%; Influence factors mainly include patient factor 59.9%, the hospital factor 22.8%, other factors 17.3%, etc. Conclusion Patients with wrong number is the main reason for the return number. So for patients with extensive health knowledge propaganda, increasing the interaction between hospital and patients is an important measure to reduce outpatient number return.