北京某三甲医院门诊患者挂号方式现状及期望比较分析

Comparative Analysis on Status Quo and Expectation of Outpatients Registration in a Grade-A Tertiary Hospital in Beijing

目的:通过对北京某三甲医院门诊患者挂号方式现状及期望进行比较分析,以完善预约挂号流程,进一步满足门诊患者需求。方法:以2019年10月在北京市某三甲医院门诊就诊患者为对象,采用问卷调查法和访谈法,由经过培训的调查员进行调查,使用EpiData 3.0建立数据库进行录入,采用SPSS 21.0进行统计分析,采用χ2检验对率的差异进行统计分析,使用二分类logistic回归分析比较年龄、受教育程度、挂号类型等对患者目前挂号方式的影响。结果:被调查的患者中,挂号方式为手机预约挂号的比例最高(39.10%),其次为现场挂号(17.04%)和网络预约挂号(17.04%)。半数左右(49.37%)的患者表示最希望的挂号方式为手机预约。老年(≥60岁)患者、离退休患者、高中及以下学历患者使用预约挂号比例较低。65.41%的受访患者目前使用的挂号方式与患者自身预期是一致的。挂专家号的患者目前使用的挂号方式与自身预期相符的比例较低。患者受教育程度会影响其使用的挂号方式,受教育程度越高,使用预约挂号的比例越高。结论:医院应进一步发展网络预约挂号,针对老年人进行预约挂号平台使用的帮扶,消弭老年人数字鸿沟,减少对老年人的社会排斥,完善分级诊疗,引导患者合理就诊,提高预约诊疗服务的品质。

Objective:To improve the appointment registration service of hospitals so as to streamline the registration process and meet the concerned needs of out patients.Methods:Self-administered questionnaire survey and interviews were conducted to the patients who visited a Beijing based Grade-A tertiary hospital’s outpatient department in October 2019.The Chi-square test was conducted to analyze the differences in rates,and the binary logistic regression analysis was made to analyze the effects of age,education level,and registration type on patients'current registration methods.Results:A total of 399 patients were sampled eventually.The most frequently used registration methods was mobile phone appointment registration(39.10%),followed by on-site registration(17.04%)and network appointment registration(17.04%).About half(49.37%)of the patients’most preferred registration method was mobile phone appointment.Elderly(≥60 years old)patients,retired patients,and patients with lower education had lower use of appointment registration.Moreover,65.41% of patients used the same way of registration as they expected.The patients who visited specialists had lower proportion in using the same registration methods as they expected.Patients with higher education had higher proportion of using appointment registration.Conclusion:Hospitals should continue to develop online appointment registration,assist the elderly using the appointment registration platform,bridge the digital divide and reduce the social exclusion of elderly people,enhance hierarchical medical system,and improve the quality of appointment services.