医院预约挂号爽约原因调查与对策  

Registered Patients Breaking Appointment in Hospital: Reasons and Countermeasures

作　　者：朱燕[1] 薛颖芝[1] 

机构地区：[1]江苏省江阴市人民医院,江阴214400

出　　处：《解放军医院管理杂志》2014年第11期1079-1080,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的了解专家门诊爽约原因,制定针对性措施,降低爽约率,提高预约挂号服务质量。方法采用自行设计的调查问卷对2013年部分爽约患者进行电话访谈,并针对爽约原因采取相应对策。结果对580个爽约患者进行电话访谈,爽约率是18%。爽约主要原因是遗忘、不了解爽约规定和取消预约方法、错过转号时间等。结论完善预约挂号方式和流程,加强宣传力度,完善配套管理制度,合理调整资源配置,可有效降低爽约率。Objective To understand the reasons of breaking appointment of specialist clinic , to develop targeted measures to reduce the miss rate and improve the service quality of appointment registration .Methods Questionnaire designed by ourselves was use in telephone interview on the miss part patients in 2013, and take appro-priate countermeasures .Results 580 patients were telephone interviewed .The missing rate is 18%.The main rea-son is forgotten, and do not understand the rules and methods to cancel an appointment , missing the transfer time, and so on.Conclusions Perfect the way to make an appointment and processes , reinforce propaganda, perfect the management system, reasonably adjust the allocation of resources , which can effectively reduce the missing rate .

关 键 词：预约挂号 爽约 优化流程 医疗资源 

分 类 号：R197.32[医药卫生—卫生事业管理]