手机移动终端应用于门诊预约挂号服务系统的实践与分析  

The investigation of mobile phone terminal application be applied to outpatient appointment registration system

作　　者：汤秀梅[1] 汤娅宏 王红萍[1] 许健[3] 

机构地区：[1]上海交通大学医学院附属新华医院内科门诊,200092 [2]上海红湾医院 [3]上海交通大学医学院附属新华医院信息科,200092

出　　处：《中国护理管理》2015年第8期985-987,共3页Chinese Nursing Management

基　　金：上海交通大学医学院科技基金项目(13YJ35)

摘　　要：目的 :调查手机移动终端预约挂号服务在门诊的应用现状,分析存在的问题并提出改进意见,从而进一步提高门诊服务的满意度。方法 :统计2014年6-12月我院手机移动终端预约挂号服务平台数据;通过方便抽样法调查2014年6-12月通过现场预约、电话预约及网络预约于我院就诊的508例患者,利用自行设计的满意度调查表进行电话回访。结果 :手机移动终端预约挂号总量以每月20%以上的速度递增,产科及儿科占总预约量的比例较高,而内科相对较低;外地患者使用比例高于本市患者。手机移动终端医疗服务男性的知晓率高于女性(χ2=93.76,P<0.001);知晓者中青年患者占57.5%,而老年患者较少,仅占3.0%,差异有统计学意义(χ2=39.45,P<0.001);3个主题10个条目中对"就诊叫号信息提醒"满意度低,对"药费、检查费支付"满意度低,对"医生专业方向介绍、医生诊疗信息介绍"满意度低。结论 :手机移动终端预约挂号服务最大限度地方便了患者就医,解决了患者挂号难问题,发展前景乐观,但其功能有待进一步改进和完善。Objective： To investigate the application status of mobile phone terminal appointment registration in outpatient service. Methods： The authors collected the information of mobile phone terminal appointment registration system from June to December in 2014. They also investigated 508 patients who got outpatients clinic service using different registration ways from June to December, 2014. A self-designed satisfaction questionnaire was used in this telephone follow-up survey. Results： The total amounts of mobile phone terminal appointment registration increased more than 20% of monthly, those in obstetric and pediatric departments accounted for the highest proportion of the total amount, while that in internal medicine department was relatively low. Nonlocal patients use this appointment service more popularly than the local patients. The awareness rate of the mobile terminal medical services in men was higher （~ 2=93.76, P〈0.001） than women. The majority 57.5% of the people who knew this new appointment service was young, and the elderly patients accounted for only 3.0% （x 2= 39.45, P〈0.001）, Patients satisfied less with three items, clinic information reminder, medical cost payment process, and the introduction of the doctors＇ major fields. Conclusion： Mobile phone terminal appointment service is helpful to solve the problem of registration difficulties, but its function needs further improvement.

关 键 词：手机移动终端 预约挂号 患者满意度 

分 类 号：R47[医药卫生—护理学]