[1]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):143-146.[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].Medical Information,2021,34(17):143-146.[doi:10.3969/j.issn.1006-1959.2021.17.038]
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医院门诊预约挂号调查分析与对策研究()
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医学信息[ISSN:1006-1959/CN:61-1278/R]

卷:
34卷
期数:
2021年17期
页码:
143-146
栏目:
调查分析
出版日期:
2021-09-01

文章信息/Info

Title:
Investigation,Analysis and Countermeasures of Appointment Registration in Hospital Outpatient Clinics
文章编号:
1006-1959（2021）17-0143-04
作者:
王聪华; 吴 帅; 廖 娟
（重庆医科大学附属永川医院门诊部1，胃肠外科2，中心实验室3，重庆 402160）
Author(s):
WANG Cong-hua; WU Shuai; LIAO Juan
(Outpatient Department1,Gastrointestinal Surgery Department2,Central Laboratory3,Yongchuan Hospital Affiliated to Chongqing Medical University,Chongqing 402160,China)
关键词:
门诊; 预约挂号; 预约方式; 爽约率; 服务质量
Keywords:
Outpatient service; Appointment registration; Appointment method; Missed appointment rate; Service quality
分类号:
R197
DOI:
10.3969/j.issn.1006-1959.2021.17.038
文献标志码:
A
摘要:
目的 了解我院门诊预约挂号现况，分析门诊预约挂号的影响因素并提出改进措施，以提高预约诊疗服务质量。方法 收集我院2016年1月-2019年12月门诊预约挂号208 211例患者资料，总结患者年龄、性别、地域分布、预防挂号方式及号源分布等特点，分析门诊预约挂号的影响因素。结果 2016-2019年我院平均预约挂号为88 095人次，平均预约挂号率为11.27%，就诊完成率64.58%~78.00%，爽约率22.00%~35.42%；网络预约比例逐年增加，其中女性高于男性，本地患者占比高于外地，差异均有统计学意义（P＜0.05）；2016-2019年年预约挂号中普通号由15.06%上升至32.69%，外科就诊患者由14.23%增加至19.47%，差异均有统计学意义（P＜0.05）。结论 我院门诊预约挂号以本地女性患者为主，年龄逐年减低，以网络预约为主要方式，号源及科室分布逐渐均衡，但门诊预约挂号率偏低，爽约率偏高，可能与患者知晓率低、医院预约体系不完善等因素有关，需进一步改进，以提高门诊预约服务质量。
Abstract:
Objective To understand the current status of outpatient appointment registration in our hospital, analyze the influencing factors of outpatient appointment registration and propose improvement measures to improve the quality of appointment diagnosis and treatment services.Methods The data of 208 211 outpatient appointment registrations in our hospital from January 2016 to December 2019 were collected. The characteristics of patients’ age, gender, geographical distribution, preventive registration methods and number source distribution were summarized, and the factors affecting outpatient appointment registration were analyzed.Results From 2016 to 2019, the average number of appointment registrations in our hospital was 88 095, the average appointment registration rate was 11.27%, the completion rate of visits was 64.58%~78.00%, and the missed appointment rate was 22.00%~35.42%;The proportion of online appointments has been increasing year by year, among which women were higher than men, and the proportion of local patients was higher than that in other places,the difference was statistically significant (P<0.05);From 2016 to 2019, the average number of appointment registrations increased from 15.06% to 32.69%, and the number of surgical patients increased from 14.23% to 19.47%,the differences were statistically significant (P<0.05).Conclusion Our hospital’s outpatient appointment registration is mainly for local female patients, and the age is decreasing year by year. The main method of online appointment is to gradually balance the distribution of number sources and departments.However, the low rate of outpatient appointment registration and the high rate of missed appointments may be related to factors such as low patient awareness and imperfect hospital appointment systems. Further improvements are needed to improve the quality of outpatient appointment services.

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更新日期/Last Update: 1900-01-01