多部门协作门诊一站式无理由退费模式的构建与运用

Construction and application of one stop no reason refund mode of multi department cooperation outpatient service

目的探讨多部门协作门诊一站式无理由退费模式的构建的有效性,优化就诊流程、提高患者的满意度。方法由价格管理科、信息科、各临床医技科室多部门协作,构建门诊一站式无理由退费模式体系。收集2019年10-12月门诊使用一站式无理由退费模式的患者300例为优化后组,2019年3-5月门诊使用手工签退退费模式的患者300例为优化前组,对两组患者的人均退费耗时、医院人力成本投入、患者满意度数据进行比较分析。结果优化后的一站式无理由退费模式人均退费总耗时为(3.04±1.09)min,医院人力成本投入为(268.50±10.60)元,患者满意度为97.67%;与优化前的手工签退退费模式比较,人均退费耗时、医院人力成本投入明显降低,患者满意度显著提高,差异有统计学意义(P<0.05)。结论多部门协作门诊一站式无理由退费模式的构建缩短了人均退费耗时,降低了医院的人力成本,提升了患者的满意度。

Objective To explore the effectiveness of multi department cooperation outpatient one-stop no reason refund mode,optimize the treatment process and improve patient satisfaction.Methods The price management department,information department and clinical medical technology department cooperated to construct the outpatient one-stop no reason refund mode system.Methods The price management department,the information department,and the clinical medical technology departments cooperate with multiple departments to build an outpatient one-stop unreasonable refund model system.Collected 300 patients who used the one-stop unreasonable refund model in the outpatient clinic from October to December 2019 as the optimized group,and 300 patients who used the manual sign-off and refund model in the outpatient clinic from March to May 2019 as the pre-optimized group.The two groups of patients were compared and analyzed the time-consuming,hospital labor cost input,and patient satisfaction data per capita.Results The optimized one-stop unreasonable refund model takes(3.04±1.09)min in total per capita refund,the hospital labor cost is(268.50±10.60)yuan,and the patient satisfaction rate is 97.67%;with manual signing before optimization Comparing the refund and refund models,the time-consuming per capita refund,the hospital’s labor costs were significantly reduced,and the patient satisfaction was significantly improved,with a statistically significant difference(P<0.05).Conclusion The construction of multi department collaborative outpatient one-stop no reason refund mode shortens the per capita refund time,reduces the hospital’s labor cost,and improves the patient’s satisfaction.