医院门诊自助挂号系统对医疗服务改善的研究

Research of Hospital Outpatient Auto-registration System in Improving Medical Service

目的对医院门诊自助挂号系统患者挂号情况进行统计,比对人工窗口挂号系统,找出自助机应用过程需改进之处,提出思考和建议,改善医疗服务质量。方法收集整理2015年8月至2016年3月全院门诊挂号信息,进行回顾性分析。结果医院自助挂号机挂号数占门诊挂号总数的9.3%,且呈上升趋势。平均年龄低于人工挂号窗口(35.07岁),利用自助挂号机缴费的就诊者比例偏低,只有4.78%,持有医保卡的患者占了自助挂号机使用者的多数,达到87.6%,高出人工窗口挂号的医保22.8个百分点。结论加强身份证、医保卡、就诊卡信息匹配系统,安排人员协助挂号,做好影像宣传,改进支付方式及退款流程,合理分布自助挂号机,多方式检索就诊科室,让自助挂号机更好地为就诊者服务。

Objective： To count outpatient auto-registration and compare it with artificial window registration, find out the improvement of auto-registration, provide consideration and suggestion, and improve medical service quality. Method ： The authors collected and sorted out the outpatient registration information from August,2015 to March ,2016 and made a retrospective analysis. Result：The number on auto-registration machine accounts for 9. 3 % of the total registration, and the trend is on the rise. The average age of the machine users is younger than that of artificial window registration （ 35.07 ）. The percentage （ only 4. 8% ） of the patients paying medical expenses on machines is low. The patients with medical insurance cards （ 87.6% ） account for the most of the ma- chine users, which is 22.8 % higher than the card holders at window. Conclusion：The matching system of ID card, medical insurance card, patient ID card should be strengthened, personnel be arranged to assist registration, image propaganda done, payment mode and refund process improved, auto-registration machines reasonably distributed, and more methods for searching the oriented departments provided so as to provide medical treatment seekers better service with auto-registration machines.