儿童口腔科门诊预约挂号违约情况的调查分析

Investigation and Analysis of the Default of Appointment Registration in the Department of Pediatric Dentistry

目的调查分析医院儿童口腔科2015—2016年预约挂号违约情况,为医院各种预约方式的号源分配提供指导意义,从而改进医疗服务质量,方便患者就医。方法从医院信息系统中查阅2015年1月至2016年12月通过电话、网络及现场三种预约方式的数据,从违约患儿中随机选取200例对家长进行电话回访,分析违约原因。采用卡方检验,P <0. 05为差异有统计学意义。结果儿童口腔科违约率为11. 1%,其中网络预约违约率最高,其次为现场预约、电话预约(P <0. 05)。违约原因主要是迟到、患儿突然生病、家庭安排外出活动、家长工作原因、更换医生及初诊治疗后疼痛缓解不再治疗等。结论医务管理部门适当减少网络预约号源,提供给其他预约方式。同时,为降低违约率,医护人员应采取一系列措施,加强宣教,强调遵医行为的重要性及违约带来的不利影响,保证医疗质量,避免资源浪费。

Objective： The investigation and analysis of the appointment and registration defaults in department of pediatric dentistry of the hospital from 2015 to 2016 provide the guidance for the allocation of registration sources of various appointment methods in the hospital,improve the quality of medical services and facilitate patients to seek medical treatment.Method： The data from January,2015 to December,2016 in the hospital information system were collected through telephone,Internet and on-site appointment,and 200 cases of children in violation were randomly selected to make phone interviews with parents to analyze the reasons for the breach.Chi-square test was used,and P 〈0.05 was considered statistically significant.Result： The default rate in department of pediatric dentistry was 11.1%,with the highest online default rate,followed by on-site appointment and telephone appointment（ P 〈0.05）.The reasons for the breach mainly include late arrival,sudden illness of the child,family arrangements for outdoor activities,parents’ work reasons,change of doctors and pain relief after initial treatment,etc.Conclusion： The medical management department should reduce the network reservation number and provide other reservation methods.At the same time,in order to reduce the default rate,medical staff should take a series of measures to strengthen publicity and education,stress the importance of medical compliance and the adverse effects caused by the breach,ensure the quality of medical care and avoid the waste of resources.