门诊患者预约、就诊总时间与总体满意度关联性分析

Analysis on the Association among Outpatient Appointment,Outpatient Stay and Overall Outpatient Satisfaction

目的 分析门诊患者预约、就诊总时间与总体满意度的关联性,为持续提升患者满意度提供决策参考。方法 于2022年和2021年在上海市公立医疗机构开展了门诊患者问卷调查。采用多分类logistic回归分析和多层广义线性混合模型分析门诊患者预约、就诊总时间与总体满意度的关联性。结果 2022年上海市公立医疗机构门诊患者预约率为67.87%,就诊总时间小于2小时的比例为70.92%,部分门诊检查预约天数小于7天的比例为89.33%,比2021年分别增加了7.4、5.4和5.0个百分点。研究显示,门诊预约可减少门诊就诊总时间,而缩短门诊就诊总时间可提高门诊患者总体满意度和向亲朋好友推荐就诊医疗机构的意愿。此外,门诊老年患者预约率显著低于非老年患者(2022年分别为43.67%和72.91%,2021年分别为35.17%和66.51%)。结论 门诊便捷就医服务提高了门诊预约率、降低了门诊就诊总时间、提高了门诊患者满意度,但需提高门诊老年患者预约率、门诊医疗资源有效利用的效率。

Objective To analyze the association among outpatient appointment,outpatient stay and overall outpatient satisfaction in order to provide the evidences for decision making to continuously improve medical care.Methods In 2022 and 2021,questionnaire surveys of outpatients in public medical institutions in Shanghai were conducted in the study.Moreover,a multi-level logistic model and a multi-level generalized linear mixed model were applied to analyze the association among outpatient appointment,outpatient stay and overall outpatient satisfaction.Results In public medical institutions in Shanghai,the outpatient appointment rate was 67.87%,the proportion of outpatient stay less than 2 hours was 70.92%,and the proportion of outpatient wait time for some exams less than 7 days was 89.33%in 2022,increasing 7.4,5.4 and 5.0 percentage point,respectively,compared to those in 2021.It also showed that outpatient appointment can reduce outpatient stay,and that reduced outpatient stay could increase overall outpatient satisfaction and outpatients' willingness to recommend visited medical institutions to their relatives and friends.In addition,the outpatient appointment rate of elderly was significantly lower than that of non-elderly 43.67% vs.72.91% in 2022 and 35.17% vs.66.51% in 2021,respectively.Conclusion Convenient services increase outpatient appointment,reduce outpatient stay,and increase outpatient satisfaction.However,the outpatient appointment rate of elderly and the efficient utilization of medical resources in outpatient care should be increased.