门诊挂号排队现象的原因及对策  

Strategy and Reason of Outpatients Queuing for Registration

作　　者：苗凤花[1] 马真琴[1] 张雪霞[1] 

机构地区：[1]甘肃省中医院,甘肃兰州730050

出　　处：《西部中医药》2012年第10期58-59,共2页Western Journal of Traditional Chinese Medicine

摘　　要：目的:提高挂号服务质量,以满足患者就诊需要,缩短患者挂号排队时间。方法:通过在门诊工作中实际观察、了解和对门诊患者进行满意度调查,发现挂号过程中存在的问题,对其进行分析并提出相应的对策。结果:缩短了患者排队挂号时间,提高了分诊准确率和挂号成功率,减少了门诊挂号投诉率。结论:挂号质量和工作效率的提高,有利于建立良好的医患关系,对于增强医院的核心竟争力起到了重要的作用。Objective： To improve service quality of registration, meet the patients＇ medical needs and shorten queuing time. Method： Existing problems during the registration are found and analyzed to raise the corresponding strategies through observing, knowing and satisfactory survey of outpatients. Result： The strategies can shorten queuing time, raise diagnosis accuracy and registration success rate, decrease complain rate of outpatient registration. Conclusion： Increase of registration quality and work efficacy are helpful to build better physician-patient relationship and play an important role in enhancing core-competitiveness of hospital.

关 键 词：门诊挂号 排队现象 对策 

分 类 号：R197.3[医药卫生—卫生事业管理]