肿瘤医院预约挂号患者爽约原因调查与对策  

The Investigation of the Cause of Break Promise of the Appointment Register Patients in Cancer Hospital and Its Countermeasures

作　　者：董雅倩[1] 

机构地区：[1]中国医学科学院肿瘤医院门诊部,北京市100021

出　　处：《中国病案》2014年第8期55-57,共3页Chinese Medical Record

摘　　要：目的调查患者爽约的原因,提出改进措施,提高预约诊疗服务质量。方法对2013年8月至11月预约患者信息进行统计,通过电话问答的形式对爽约患者进行爽约原因调查分析。结果 2013年8月至11月预约15259例,爽约4496例,爽约率达29.46%。对预约患者进行信息分析,其中北京患者5831例,占38.21%,外埠患者患者9428例,占61.79%。爽约人员中,北京患者782例,占17.39%,外埠患者患者3714例,占82.61%。电话回访,爽约有多种原因:⑴来了但未取预约号21.54%;⑵因病情变化,到其他医院就诊15.38%;⑶不知道如何取消预约13.85%;⑷已提前就诊12.31%;⑸因不点名导致不是希望的专家10.77%;⑹就近治疗9.23%;⑺忘记预约7.69%;⑻未在规定时间内取号4.62%;⑼不知如何取号3.08%;⑽预约错科室1.54%。结论爽约原因主要集中在不来或不按要求取号。患者在共享诊疗服务带来的便利时,更应该共同维护诊疗服务的有序运行,促使预约诊疗服务不断发展。医院应该加强科学管理,不断改善预约挂号服务质量,构建和谐的医患关系。Objective To investigate the causes of the break promise of the appointment register patients, put forward the improvement measures, and improve the quality of medical service booking. Methods Counting the appointment register patients from August 2013 to November 2013 and booking patients information. Investigating the cause of the break promise of the appointment register patients by telephone. Results There were 15259 break promises of the appointment register patients during August 2013 and November 2013. There were 4496 cases of the break promise of the appointment register patients, the rate was 29.46%. There were 5831 Beijing patients, accounting for 38. 21%. other cities 9428 cases, accounting for 61.79%. In the break promise of the appointment register patients, 782 cases Beijing patients, accounting for 17. 39%, other cities 3714 cases, accounting for 82. 61%. There were a variety of reasons to break a promise： （1） Coming but without taking booking 21.54%. （2） Because of the apostasis, 15.38% patients went to other hospitals. （3） don＇t know how to cancel booking 13.85%. （4） Had visited in advance 12.31%. （5） As a result of not named is not the hope experts 10. 77%. （6） Treatment to the nearest 9.23%. （7） Forget to make an appointment 7.69%. （8） Not take booking within the stipulated time 4. 62%, （9） don＇t know how to take booking 3.08%. （10） Booking wrong department 1.54%. Conclusion The main causes of the break promise of the appointment register patients are don＇t come or not by the requirements. When patients share the advantages of medical services, they should jointly maintain medical services running in order, prompt the development of medical services appointment. Hospital should strengthen the scientific management, improve service quality and the construct a harmonious doctor-patient relationship.

关 键 词：肿瘤医院门诊 预约挂号 爽约 

分 类 号：R197.5[医药卫生—卫生事业管理]