医院专家门诊就诊爽约原因调查与干预措施分析  

The investigation and interventions for absence reasons of expert clinic

作　　者：叶丹青[1] 林淑端[1] 章旋燕[1] 

机构地区：[1]汕头市中心医院门诊部,515031

出　　处：《国际医药卫生导报》2015年第8期1173-1176,共4页International Medicine and Health Guidance News

摘　　要：目的调查分析爽约原因，提出干预措施，旨在降低爽约率，提高预约诊疗服务质量。方法自行设计调查问卷，由专家服务组工作人员对2012年1月至2012年5月期间的专家门诊爽约患者，在爽约当班即时进行电话回访，调查分析爽约原因，并针对不同的爽约原因，采取有效的干预措施。结果爽约原因中不知道取消预约方法而爽约的占25．5％，因未取到检查报告结果而爽约的占18．7％，与他事时间冲突而爽约的占15．6％，等等；据数据统计显示，干预前（2011年6月至2012年5月）平均爽约率为11．3617％，针对不同的爽约原因采取有效的措施干预，爽约率明显下降，干预后（2013年6月至2014年5月）平均爽约率为6．5408％，对比干预措施前与干预措施后的平均爽约率有统计学意义（P〈0．01）。结论爽约原因是多方面的，通过进一步加强宣传教育、依托信息化建设、加强医院管理、优化服务流程等干预措施，可以降低专家门诊预约诊疗爽约率，提高预约诊疗服务质量。Objective To investigate absence reasons and put forward interventions aimed at reducing the absence rate and improving the quality of medical reservation service. Methods Patients of expert clinic who breaked a promise from January to May 2012 were surveyed with a questionnaire designed by ourselves. The staff of expert clinic who were on duty immediately payed a return visit on telephone to investigate absence reasons. We put forward effective measures according to different reasons. Results Of all absence reasons, unawareness of the method for cancelling the appointment accounted for 25.5%, failing to get report accounted for 18.7%, conflicting with other matters accounted for 15.6%. The absence rate before interventions （from June 2011 to May 2012） was 11.3617%, that after effective interventions （from June 2013 to May 2014） was 6.5408%, with statistically significant difference （P〈0.01）. Conclusions Absence reasons are of various aspects. We can decrease the absence rate of expert clinic and improve the quality of medical reservation service through strengthening publicity, relying on information construction, strengthening hospital management and optimizing service processes.

关 键 词：专家门诊 预约诊疗 爽约 

分 类 号：R595.2[医药卫生—内科学]