AIM: To investigate and improve our out-patients department patient satisfaction, provide minimum consultation delay and appropriate consultation duration to meet with targets. METHODS: We distributed the modified sat...AIM: To investigate and improve our out-patients department patient satisfaction, provide minimum consultation delay and appropriate consultation duration to meet with targets. METHODS: We distributed the modified satisfaction with outpatient service(SWOPS) questionnaires developed for use in Irish hospitals by the Health Services Research between August and December 2012. The patient disclosed their age and sex and completed the modified SWOPS questionnaire anonymously. Every patient was eligible to participate in the study who attended any of the Urology Outpatient Clinics. Patients lacking capacity to consent were excluded. Additionally, each patient was only permitted to complete one questionnaire regardless of repeat attendances within the 4 mo study period. The answers to every question were presented as percentages. One-way ANOVA was used to establish whether there was a significant difference in appointment delay and "Overall Satisfaction"on the different clinic days. The unpaired t-test was applied to establish whether "Overall Satisfaction" was affected by diagnosis(benign or malignant). Paired t-test was used to establish whether "Overall Satisfaction" was affected by appointment delay and appointment length. RESULTS: Three hundred and forty-eight questionnaires were completed with an overall > 65% participation rate. Eighty-one point six percent were male and 18.4% female with a mean age of 65 ± 21 years. Mean delay time was 32 min, which 30.6% stated should be an improvement priority. The delay times for Wednesday(mean 13 min) were significantly(P < 0.05) lower than for other days(mean 36 min). Generally 12-15 min outpatient appointment length is acceptable and adequate for patients as 97.70% suggested, however 31.60% of patients would favour longer duration. Eleven point four nine percent do not want to see different doctors each time, and 31.60% of the patient feel that no change is required. Average satisfaction was 84.65%. There was no significant relationship between satisfaction and clinic day, diagnosis and consultation length, whether the patient was reviewed by a registrar or consultant. Satisfaction was universally high and independent of consultation delay/length and diagnosis. Dissatisfaction in delay times with a significant improvement on Wednesday suggests necessary and achievable improvements. Notably, the Wednesday clinic has less patients per doctor per hour and enforces a 1 patient per 15 min slot with a no over-booking policy. CONCLUSION: Surveying our patient dissatisfaction would require more frequent audits by clinicians to improve patient satisfaction and to achieve better quality of care.展开更多
目的探讨医院数字化门诊的设计构建方案。方法通过对门诊就诊流程的再造,开发基于医院信息管理系统(hospital information system,HIS)的数字化门诊服务系统。结果成功构建包含自助导医、办卡、充值、挂号、排队叫号、计价确认、检验结...目的探讨医院数字化门诊的设计构建方案。方法通过对门诊就诊流程的再造,开发基于医院信息管理系统(hospital information system,HIS)的数字化门诊服务系统。结果成功构建包含自助导医、办卡、充值、挂号、排队叫号、计价确认、检验结果短信预约及报告打印、查询及评价等数字化系统,实现了业务流程优化、系统数据共享,改变了传统的门诊就医模式。结论数字化门诊系统创新了就医流程,为患者提供了便捷、舒适、高效、优质的医疗服务环境。展开更多
文摘AIM: To investigate and improve our out-patients department patient satisfaction, provide minimum consultation delay and appropriate consultation duration to meet with targets. METHODS: We distributed the modified satisfaction with outpatient service(SWOPS) questionnaires developed for use in Irish hospitals by the Health Services Research between August and December 2012. The patient disclosed their age and sex and completed the modified SWOPS questionnaire anonymously. Every patient was eligible to participate in the study who attended any of the Urology Outpatient Clinics. Patients lacking capacity to consent were excluded. Additionally, each patient was only permitted to complete one questionnaire regardless of repeat attendances within the 4 mo study period. The answers to every question were presented as percentages. One-way ANOVA was used to establish whether there was a significant difference in appointment delay and "Overall Satisfaction"on the different clinic days. The unpaired t-test was applied to establish whether "Overall Satisfaction" was affected by diagnosis(benign or malignant). Paired t-test was used to establish whether "Overall Satisfaction" was affected by appointment delay and appointment length. RESULTS: Three hundred and forty-eight questionnaires were completed with an overall > 65% participation rate. Eighty-one point six percent were male and 18.4% female with a mean age of 65 ± 21 years. Mean delay time was 32 min, which 30.6% stated should be an improvement priority. The delay times for Wednesday(mean 13 min) were significantly(P < 0.05) lower than for other days(mean 36 min). Generally 12-15 min outpatient appointment length is acceptable and adequate for patients as 97.70% suggested, however 31.60% of patients would favour longer duration. Eleven point four nine percent do not want to see different doctors each time, and 31.60% of the patient feel that no change is required. Average satisfaction was 84.65%. There was no significant relationship between satisfaction and clinic day, diagnosis and consultation length, whether the patient was reviewed by a registrar or consultant. Satisfaction was universally high and independent of consultation delay/length and diagnosis. Dissatisfaction in delay times with a significant improvement on Wednesday suggests necessary and achievable improvements. Notably, the Wednesday clinic has less patients per doctor per hour and enforces a 1 patient per 15 min slot with a no over-booking policy. CONCLUSION: Surveying our patient dissatisfaction would require more frequent audits by clinicians to improve patient satisfaction and to achieve better quality of care.
文摘目的探讨医院数字化门诊的设计构建方案。方法通过对门诊就诊流程的再造,开发基于医院信息管理系统(hospital information system,HIS)的数字化门诊服务系统。结果成功构建包含自助导医、办卡、充值、挂号、排队叫号、计价确认、检验结果短信预约及报告打印、查询及评价等数字化系统,实现了业务流程优化、系统数据共享,改变了传统的门诊就医模式。结论数字化门诊系统创新了就医流程,为患者提供了便捷、舒适、高效、优质的医疗服务环境。
