我院门诊预约挂号现状调查及失约相关影响因素分析

Survey on current situation of outpatient appointment registration in a hospital and analysis of the related influencing factors leading to missed appointments

目的调查分析我院门诊预约挂号服务现状及失约相关影响因素。方法通过查阅我院门诊服务中心预约挂号统计表、问卷调查等方式，了解门诊预约挂号服务现状，统计预约挂号失约率。同时设计个性化的预约挂号失约调查表，统计分析失约相关影响因素。结果2015年1-4月预约量107767人次，其中失约17781人次（16．50％）；预约挂号形式：电话预约38．00％，现场预约30．80％，网络预约23．20％，自助机预约6．00％，公共电话平台预约2．00％。以16．5：1从1000例预约挂号中抽取165例失约患者进行调查，单因素分析发现，专科失约率明显高于名老、专家失约率，9：30～10：00相比其他时间段失约率最高（P〈0．05）。Logistie多因素回归分析显示：医生资历、就诊时间段、工作忙是失约的主要原因。结论我院门诊预约挂号服务以电话预约、现场预约为主，失约率较高，失约与医生资历、预约就诊时间段、患者工作忙有关。需根据患者需求合理安排医师坐诊及就诊时间，通过宣传提高患者自身遵约意识，以降低预约挂号失约率。

Objective To investigate the current situation of outpatient appointment registration in a hospital and analyze the related influencing factors leading to missed appointments. Methods By consulting the statistical table of appointment registration in service centre of the hospital and through the questionnaire survey, the current status of outpatient appointment registration service was known and the rate of missed appointment was statistically analyzed. Meanwhile, the personalized questionnaire for missed appointment registration was designed, and the related influencing factors leading to missed appointments were analyzed, ResultsFrom January to April in 2015, there were 107,767 persons making appointments among whom there were 17,781 ones （16.50%） of missed appointments. The forms of appointment registration included telephone booking accounting for 38.00%, reservations on the spot accounting for 30.80%, booking through the network accounting for 23.20%, booking through the self-service machine accounting for 6.00%, and booking through the platform of public telephone accounting for 2.00%. According to the proportion of 16.5：1, 165 patients of missed appointments were selected from 1000 cases of appointment registration for investigation. Univariate analysis indicated that the rate of missed appointments for specialized centers was significantly higher than that of the experienced doctors and experts. The rate of missed appointments between 9：30 to 10：00 was the highest, compared with that in other periods （P 〈 0.05）. Logistic regression analysis indicated the qualifications of the doctors, time period for consulting, and busy work were the main reasons for missed appointments. Conclusion The appointment registrations in the outpatient of the hospital are mainly made by telephone and on-the-spot way in which the rate of missed appointments is high. And missed appointments are related to the qualifications of doctors, time period of appointments, and the busy work of patients. The visiting time of physicians and the time for consulting need to be arranged appropriately according to the needs of patients. To reduce the rate of missed appointment needs to improve the patients awareness of compliance with the appointments through publicity.