缩短门诊患者就诊等候时间的精细化管理实践

Practice on fine management to shorten outpatient waiting time

为解决门诊患者等候时间长、一患一诊室难落实、检查预约方式落后以及指示导引不完善的问题,某三级医院积极采取了一系列精细化管理措施,包括合理划分患者等候队列,建立患者二次回诊系统,完善医患双向管理的门诊秩序,建立检查项目一键预约系统,构建医院智能导航系统,实施诊间支付和门诊自助发药。结果显示,门诊患者等候时间明显缩短(P<0.001),患者对候诊时间、院内指引和预约挂号3个维度的满意度显著提升(P<0.05)。线上线下相结合的精细化管理模式能有效提高门诊服务效率,切实改善患者就诊体验,助力医疗服务高质量发展。

To solve the problems of long waiting time for outpatients,difficulty on implementation of one patient one room initiative,backward appointment method on examination,and imperfect instruction and guidance,a series of fine management measures have been taken place in a tertiary hospital which included dividing the patient waiting queue reasonably,establishing the patient secondary consultation system,improving the outpatient order of two-way management between doctors and patients,establishing one key appointment system for examinations,building hospital intelligent navigation system,and implementing outpatient payment and self-service drug delivery.The results showed,the waiting time of outpatients was significantly shortened(P<0.001),and the satisfaction of patients in waiting time,hospital guidance and appointment registration was significantly improved(P<0.05).Fine management mode combining online and offline can effectively increase the efficiency of outpatient service,improve clinical experience,and facilitate the high-quality development of medical services.