不同挂号方式的实施效果评价研究

Researches on the Effect Evaluation of Implementation of Different Registration Methods

目的:研究基于全面了解当前门诊患者就医需求、就诊流程以及门诊诊疗存在的问题,对多种门诊挂号方式进行效果评价。方法:通过对某医院挂号服务现状、挂号数据、对患者通过不同挂号方式的就诊环节体验及《北京大学人民医院门诊挂号方式服务情况调查问卷》等进行综合调查,采用统计学软件对调研数据进行分析和处理,计量资料以均数±标准差(x±s)表示,组间比较采用Kruskal-Wallis检验,计数资料以百分比表示,组间比较采用χ^(2)检验,以P<0.05为差异有统计学意义。结果:通过研究得出,患者对预约挂号的接受度已逐步升高,其中对手机APP预约接受度最高(81.49%);患者认为预约挂号开放时间在提前3天以内更合理(39.84%);患者的年龄影响挂号服务体验、总体诊疗满意度;患者文化程度影响总体诊疗满意度;患者交费类型影响导医服务满意度、医疗技术满意度、总体诊疗满意度;患者就诊类型影响医疗技术满意度、总体诊疗满意度;患者预约挂号方式影响挂号服务的体验、医护人员的医疗技术评价、总体诊疗满意度;患者早于预约挂号提示时间到达医院的时间差、患者就诊候诊时间的时长以及患者来院交通便利程度均对挂号服务的体验、咨询导医服务满意度、医护人员的服务满意度、医护人员的医疗技术评价以及总体诊疗评价有影响。结论:不同预约挂号方式均有各自优势和不足。在当前医疗形势下,医院应采取多渠道预约方式联合的形式,既提高了门诊诊疗服务效率,方便了患者,也可以保证医疗资源的有效利用。

Objective To explore the current medical needs of outpatients,medical procedures and problems in outpatient diagnosis and treatment,and evaluate the effects of various existing outpatient registration methods.Methods A comprehensive survey was conducted in a hospital,on the status of registration services,related data about registration,the experience of all aspects of the patients’treatment after different registration methods,and the"Peking University People’s Hospital Outpatient Registration Service Status Questionnaire".Data were statistically analyzed.Results The patients’acceptance degree of appointment registration has gradually increased,in which the acceptance of mobile appointment was the highest(81.49%).Patients thought that the opening time of appointment registration was more reasonable within 3 days in advance.The patients’age affects their registration service experience and overall diagnosis and treatment satisfaction.Patients’educational level affects their overall diagnosis and treatment satisfaction.The type of patient payment affects the satisfaction of medical guidance service,medical technology and overall diagnosis and treatment.The type of medical treatment affects the patients’satisfaction of medical technology and overall diagnosis and treatment.The type of appointment registration affects the patients’experience of service,satisfaction of medical technology and overall diagnosis and treatment.The patients’waiting time and traffic convenience affects their experience of registration service,satisfaction of medical guidance service,medical staffs,medical technology and overall diagnosis and treatment.Conclusion Different appointment registration methods have different advantages and disadvantages.Under the current medical situation,hospitals should adopt the joint form of multi-channel appointment methods,which can not only improve the efficiency of outpatient diagnosis and treatment services and facilitate patients,but also ensure the effective utilization of medical resources.