北京某三甲医院医患双方对预约挂号认知的调查研究  

Investigation on Cognition of Doctors and Patients on Appointment Registration in a Tertiary Hospital of Beijing

作　　者：程苏华[1] 郭晓培[1] 

机构地区：[1]北京大学第一医院

出　　处：《医院管理论坛》2015年第3期24-27,共4页Hospital Management Forum

摘　　要：目的通过了解医患双方对预约挂号的认知情况,找出预约挂号率低的原因,提出解决的措施。方法自设调查问卷收集资料,分别向555名患者和565名出诊医生发放调查问卷,对结果进行统计分析。结果患者和医生对预约挂号知晓率分别为91.71%和96.87%,本次采用现场挂号的患者占55.33%,有86.50%的医生希望患者使用预约方式挂号,患者因就医习惯、不能指定预约医生等主要原因而不使用预约挂号方式,而医生则因停诊带来的一系列问题而不愿意参与预约挂号。结论医患双方对预约挂号知晓率高,而接受程度有待提高,通过宣传教育、以患者为中心、严格出诊管理、为医生提供预约挂号支撑服务等措施提高预约挂号率。Objective To find out the reasons for low appointment registration rate and propose solutions by studying cognition of doctors and patients on appointment registration. Methods Questionnaire was designed and handed out to 555 patients and 565 doctors in outpatient department. The results of questionnaire were analyzed statistically. Results The awareness rates of patients and doctors on appointment registration were 91.71% and 96.87% respectively. 55.33% of patients registered on-site, while 86.50% of doctors hoped that patients could make an appointment. The patients did not make appointments mainly due to their medical habits and the unavailability of appointing specific doctors, while the doctors were unwilling to participate in the appointment registration for a series of problems caused by clinic stopping. Conclusion The awareness rates of appointment registration of both doctors and patients are high, while the acceptance level needs to be improved. The success rate of appointment registration should be improved through measures including public education, patient-centered services, strict visit management and providing doctors with support services for making an appointment.

关 键 词：门诊流程 预约挂号 

分 类 号：R197.323[医药卫生—卫生事业管理]