[1]袁 方,任海玲,雷 蓝,等.门诊患者对医院多途径预约挂号服务使用现状分析[J].医学信息,2023,36(21):31-36.[doi:10.3969/j.issn.1006-1959.2023.21.007]
　YUAN Fang,REN Hai-ling,LEI Lan,et al.Analysis on the Status Quo of the Use of Hospital Multi-way Appointment Registration Service by Outpatients[J].Journal of Medical Information,2023,36(21):31-36.[doi:10.3969/j.issn.1006-1959.2023.21.007]
点击复制

门诊患者对医院多途径预约挂号服务使用现状分析()
分享到：

医学信息[ISSN:1006-1959/CN:61-1278/R]

卷:
36卷
期数:
2023年21期
页码:
31-36
栏目:
卫生管理信息学
出版日期:
2023-11-01

文章信息/Info

Title:
Analysis on the Status Quo of the Use of Hospital Multi-way Appointment Registration Service by Outpatients
文章编号:
1006-1959（2023）21-0031-06
作者:
袁 方; 任海玲; 雷 蓝; 等
（1.银川市第一人民医院信息管理部，宁夏 银川 750001；2.宁夏医科大学临床医学院，宁夏 银川 750004；3.银川市第一人民医院门诊部，宁夏 银川 750001；4.宁夏医科大学理学院，宁夏 银川 750004）
Author(s):
YUAN Fang; REN Hai-ling; LEI Lan; et al.
(1.Department of Information Management,the First People’s Hospital of Yinchuan City,Yinchuan 750001,Ningxia,China;2.College of Clinical Medicine,Ningxia Medical University,Yinchuan 750004,Ningxia,China;3.Department of Outpatient,the First People’s Hospital of Yinchuan City,Yinchuan 750001,Ningxia,China;4.College of Science,Ningxia Medical University,Yinchuan 750004,Ningxia,China)
关键词:
预约诊疗; 预约挂号; 互联网医疗
Keywords:
Appointment for diagnosis and treatment; Appointment registration; Internet medicine
分类号:
R197.323
DOI:
10.3969/j.issn.1006-1959.2023.21.007
文献标志码:
A
摘要:
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。
Abstract:
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.

参考文献/References:

[1]李笠,张国英,吕艳伟,等.患者对预约挂号认知情况调查[J].中华医院管理杂志,2010,26(9):693-695.[2]刘青,耿立红,吴克瑾,等.多举措规范门诊线上预约缓解“看病难”现象实践[J].中国医院,2022,26(3):63-64.[3]高平.医院门诊流程管理研究[D].济南:山东大学,2016.[4]段桂敏,余伟萍,刘姿.大型医院患者预约挂号行为研究[J].重庆医学,2013,42(13):1545-1547.[5]徐道亮,居益君,车永茂,等.实行全预约诊疗服务模式 改善医疗服务质量[J].中国卫生质量管理,2019,26(1):70-73.[6]沈建亚,曹亚红.门诊预约挂号效果分析[J].中国病案,2014,15(10):50-51.[7]陈凤,吴杨.远程医疗服务模式下提升医联体内基层卫生服务能力的实践[J].重庆医学,2020,49(10):1706-1708.[8]刘鸣.远程心电大数据和心电图智能化诊断[J].实用心电学杂志,2018,27(3):157-161.[9]袁方,马瑞霞,任海玲,等.智能导诊机器人的设计与实现[J].数字技术与应用,2021,39(11):176-180.[10]马晓飞,袁方.银川市处方审核流转中心的建设与探索[J].中国医院管理,2020,40(2):92-93.[11]刘天健,方淳.医院信息化助推患者就医体验[J].数字通信世界,2019(5):253.[12]谢洋.智慧医院信息化建设助力改善患者就医体验的实践研究[J].信息与电脑(理论版),2020,32(4):23-24.[13]杨明珠,李琳囡,严彩霞,等.上海市综合医院门诊患者就医体验调查与分析[J].现代医院管理,2022,20(1):10-14.[14]高洪琦,杨敬林,张俊.推动基于外部评估的医疗服务改善,利用大数据分析提升患者就医体验[J].中国医学科学院学报,2020,42(5):672-673.[15]熊智,王瑄,辛颖,等.天津市公立医院门诊患者就医体验调查与分析[J].中国医院管理,2019,39(12):25-27.[16]王秋颖,李昂,张爱莹.门诊预约挂号管理系统应用微信小程序的实践与展望[J].中国医药导报,2019,16(28):170-173.[17]董清洁.微信小程序在优化三甲医院门诊流程中的应用[J].中国新通信,2020,22(11):98.[18]王洪键,王星月,兰亚佳.某三甲医院门诊预约精准性及其影响因素分析[J].中国医院管理,2022,42(2):50-53.[19]骆雪.北京市某三甲医院门诊挂号应用京医通自助服务的功能探讨[J].中国病案,2019,20(9):31-33.[20]毕学霞,谢颖夫,丁志虎,等.多渠道精准预约挂号服务的创新与实践[J].医学信息,2019,32(10):15-17.

相似文献/References:

[1]毕学霞,谢颖夫,丁志虎,等.多渠道精准预约挂号服务的创新与实践[J].医学信息,2019,32(10):15.[doi:10.3969/j.issn.1006-1959.2019.10.006]
　BI Xue-xia,XIE Ying-fu,DING Zhi-hu,et al.Innovation and Practice of Multi-channel Accurate Appointment Registration Service[J].Journal of Medical Information,2019,32(21):15.[doi:10.3969/j.issn.1006-1959.2019.10.006]
[2]田红英,周金英,田 洁,等.某三甲医院门诊预约挂号应用现况分析[J].医学信息,2019,32(20):127.[doi:10.3969/j.issn.1006-1959.2019.20.039]
　TIAN Hong-ying,ZHOU Jin-ying,TIAN Jie,et al.Analysis of the Current Status of Appointment Registration in a Three-A Hospital[J].Journal of Medical Information,2019,32(21):127.[doi:10.3969/j.issn.1006-1959.2019.20.039]
[3]朱 光,邓弘林.大数据背景下医院门诊挂号预约爽约行为预测研究[J].医学信息,2020,33(22):13.[doi:10.3969/j.issn.1006-1959.2020.22.004]
　ZHU Guang,DENG Hong-lin.An Investigation of Predicting Patient Missing Appointment Behavior Under the Big Data Background[J].Journal of Medical Information,2020,33(21):13.[doi:10.3969/j.issn.1006-1959.2020.22.004]
[4]王聪华,吴 帅,廖 娟.医院门诊预约挂号调查分析与对策研究[J].医学信息,2021,34(17):143.[doi:10.3969/j.issn.1006-1959.2021.17.038]
　WANG Cong-hua,WU Shuai,LIAO Juan.Investigation,Analysis and Countermeasures of Appointment Registration in Hospital Outpatient Clinics[J].Journal of Medical Information,2021,34(21):143.[doi:10.3969/j.issn.1006-1959.2021.17.038]

更新日期/Last Update: 1900-01-01