支付宝预约挂号现状调查及实践效果分析

Investigation on the Status of Pointment Registration Through Alipay and Analysis of the Practice Effects

目的通过调查某院支付宝预约挂号实践效果,为支付宝＂未来医院＂发展提供研究依据。方法首先通过问卷调查表对某院2014年6月-12月门诊就诊的1000例患者调查,了解其对支付宝预约挂号的认知情况。在2015年4月试行支付宝预约挂号后,再选取支付宝预约挂号患者中300例为观察组,同时抽取某院同期通过电话预约挂号的300例患者为对照组,比较两组应用效果及患者满意度。结果 1000例患者知晓支付宝预约挂号654例（65.4%）,知晓途径中的医院宣传占比38.2%（250/654）;92.8%患者表示愿意采取支付宝预约挂号方式;18岁~60岁患者支付宝预约挂号知晓率68.6%,显著高于对照组的43.2%（P〈0.01）。观察组爽约率2.3%,显著低于对照组的8.0%（P〈0.05）;观察组当天候诊时间、有效就诊时间分别为（20.5±16.7）分钟、（12.6±3.5）分钟,较对照组的（42.7±20.3）分钟、（8.1±2.6）分钟差异有统计学意义（P〈0.01）。观察组患者满意度评分明显高于对照组（P〈0.01）。结论支付宝预约挂号能明显缩短候诊时间,延长有效诊疗时间,提高患者满意度。但是还需进一步加强宣传力度,完善支付宝预约挂号模式,进一步推进支付宝＂未来医院＂的发展。

Objective To investigate the practice effect of pointment registration through Alipay in the hospital to provide the basis for the development of the Alipay future hospital. Methods 1000 patients consulting in a certain hospital from January 2014 to December 2014 were investigated by questionnaires and to get their awareness of pointment registration through Alipay. Pointment registration through Alipay was trially implemented in the hospital since April 2015. 300 cases making an appointment with Alipay were selected as the observation group and 300 patients making an appointment by telephone during the same period were selected from the hospital as the control group. The application effect and patients＇ satisfaction were compared between the two groups. Results Among the 1000 cases of patients, there were 654 cases（65.4%） knowing pointment registration through Alipay. Among the knowledge acquirement channels, hospital publicity accounted for 38.2%（250/654）; 92.8% of the patients were willing to making an appointment through Alipay; the awareness rate of pointment registration through Alipay in patients of 18 to 60 years old（68.6%） was significantly higher than that in the control group（43.2%）（P〈0.01）. The rate of breaking an appointment in the observation group（2.3%） was significantly lower than that in the control group（8.0%）（P〈0.05）; For the observation group, the waiting time in the day and effective consulting time respectively was（20.5±16.7） min and（12.6±3.5） min. Compared with（42.7±20.3） min and（8.1±2.6） min in the control group, the differences were statistically significant（P〈0.01）. The patients＇ satisfaction score in the observation group was significantly higher than that in the control group（P〈0.01）. Conclusion Pointment registration through Alipay can significantly shorten the waiting time, extend the effective treatment time,with high patients＇ satisfaction. The propaganda needs to be further strengthened to perfect the mode of pointment registration through Alipay and promote its further use to provide support for the development of Alipay future hospital.