门诊自助服务系统患者偏好研究与分析

A Study of Outpatient's Preferences on Self-service System

目的分析门诊患者对门诊自助服务系统不同属性的偏好,为优化门诊服务模式提供参考依据。方法基于离散选择试验自制自助服务系统选择偏好问卷,对重庆市某三甲医院门诊患者实施随机问卷调查。采用条件logit模型分析数据,得到门诊患者对自助服务系统不同属性的偏好权重。结果操作便捷性(权重=0.971)和预约挂号效率(权重=0.815)是影响患者选择自助服务系统的首要决定因素,其次是系统故障率(权重=0.406)和支付方式(权重=0.268),候诊排队效率(权重=0.185)对患者的影响较小。结论研究客观反映了患者对自助服务系统各属性的偏好程度,依据研究结果拟定相应措施有助于自主服务系统的推广应用及门诊服务模式的优化。

Objective The aim of the study is to analyze outpatients'preferences for different characteristics of self-service system and provide a reference to optimize the outpatient service mode.Methods Conduct a survey among the outpatients of a Class A tertiary hospital in Chongqing with questionnaire designed on the basis of discrete choice experiment.Preference weight is obtained by the analysis of the data with conditional-logit-model.Results Convenience of system operation(weight=0.971)and appointment method(weight=0.815)appear to be relatively most important to the respondents,followed by the system failure rate(weight=0.406)and method of payment(weight=0.268),method for waiting(weight=0.185)emerged as the least important.Conclusion Outpatients'preferences for different attributes of self-service system are objectively reflected by the study,according to that,hospital can promote the application of self-service system and optimize the outpatient service mode.