门诊患者对医院多途径预约挂号服务使用现状分析

Analysis on the Status Quo of the Use of Hospital Multi-way Appointment Registration Service by Outpatients

目的了解门诊患者对医院多途径预约挂号服务使用情况,分析预约挂号率低的人群特点并提出改进措施,以进一步提高预约诊疗服务质量。方法选取2021年12月-2022年1月在宁夏某三甲医院门诊就诊的所有患者,采用本课题组自行设计的《医院预约诊疗现状调查问卷》进行调查。结果51岁以上、小学和初中学历、来院路程花费时间>5 h的3类患者使用窗口预约挂号率高、微信小程序/公众号及自助机预约挂号率低;使用微信小程序/公众号预约挂号的患者就医满意度高;患者未使用微信小程序/公众号的主要原因为“不知晓微信小程序/公众号预约挂号途径”。结论在医院提供的窗口、微信小程序/公众号、自助机、打电话、诊间预约挂号途径中,患者就医满意度影响最大的微信小程序/公众号预约挂号方式没有被普遍使用,医院需针对微信小程序/公众号采取广泛宣传、完善其互联网医疗服务功能等手段进一步提高预约诊疗服务质量、提升患者就医满意度。

Objective To understand the utilization of hospital multi-way appointment registration service by outpatients,analyze the characteristics of the low rate of appointment registration and propose improvement measures to further improve the quality ofappointment diagnosis and treatment service.Methods All patients who were treated in the outpatient department of a tertiary hospital in Ningxia from December 2021 to January 2022 were selected and investigated using the"Hospital Appointment Status Questionnaire"designed by our research group.Results The three types of patients over 51 years old,primary school and junior high school education,and the time spent on the hospital's journey>5 h had a high rate of window appointment registration,and a low rate of WeChat applet/public number and self-service machine appointment registration.Patients who used WeChat applet/public number to make an appointment for registration had high satisfaction with medical treatment.The main reason why patients did not use WeChat applet/public number was that they did not know the way of appointment registration of WeChat applet/public number.Conclusion In the window provided by the hospital,WeChat applet/public number,self-service machine,telephone,and appointment registration between clinics,the WeChat applet/public number appointment registration method that has the greatest impact on patient satisfaction,and it has not been widely used.The hospital needs to adopt extensive publicity for WeChat applet/public number and improve its Internet medical service function to further improve the quality of appointment diagnosis and treatment services,and improve patient satisfaction.