改良门诊交费系统对患者就医流程的影响

Effect of Improved Outpatient Payment System on Medical Treatment Process

目的对现有门诊交费系统进行改良,并分析改良后的交费系统对患者就医流程的影响。方法 2015年5月至2016年3月,采用前瞻性、半随机对照试验、单盲的方法,将门诊就诊患者1094例按照交易方式的不同分为观察组(自助交易)和对照组(人工交易),每组各547例。监测记录两组交易环节(发卡、当日挂号、充值、缴费、预约挂号、预约取号、费用查询)耗时及总耗时;交易环节(发卡、当日挂号、充值、缴费、预约挂号、预约取号)日均交易量、交易率;患者的满意率。结果观察组患者交易环节耗时及总耗时低于对照组,差异有统计学意义(P<0.01);在交易环节日均交易量、交易率中,观察组患者发卡、当日挂号、预约挂号、预约取号均高于对照组,差异均有统计学意义(均P<0.01);而两组患者充值、缴费的差异无统计学意义(均P>0.05)。观察组患者满意率高于对照组,差异有统计学意义(P<0.01)。结论自助交易比人工交易交易耗时少,患者满意率高;通过对交易量和交易率的统计,发现交易较少的功能,分析原因、制订对策并改进,以期提高自助交易使用率,提高门诊服务质量、就诊效率。

Objective To improve the outpatient payment system, and to analysis the effect of improved outpatient payment system on medical treatment process.Methods By using a prospective, semi-random- ized controlled trial and single blind method, 1094 cases of outpatients were randomly divided into observa- tion group （autononmous transaction） and control group （mannul trading group） according to different transaction,with 547 cases in each group. The time consuming and total time consuming of transaction process was recorded （including card issuer, the date of registration, recharge, payment, appointment, num- ber of appointment,the inquiry of cost） and average daily trading volume and transaction rate （including card issuer, the date of registration, recharge, payment, appointment , number of appointment）, also we re- corded the patient satisfaction rate.Results Time consuming and total time consuming of the observation group during the transaction process was lower than the control group （P〈0.01）. Average daily trading volume and transaction rate of observation group during the transaction process was higher than those of control group （allP〈0.01）. Recharge and payment of observation group was lower than control group, but no significant difference was found between the groups （all P〈0.05）. The satisfaction rate of observa- tion group was higher than that of control group （P〈0.01）. Conclusion Compared with mannual tradin group, autononmous transaction is less time-consuming, high patient satisfaction rate. After analysis the transaction volume and transaction rate, we want to find the functions with fewer transaction, and analyze reasons, formulate measures and improving, in order to improve the utilization rate of bank-hospital com- munication system and improve the quality of outpatient service and the efficiency of clinic.