门诊口腔科复诊患者诊疗时间分析及改进服务的策略  

Analysis of the consultation hours of re-visiting patients and improvement of service in outpatient department of stomatology

作　　者：曹璐璐[1] 田燕[1] 葛成[1] 

机构地区：[1]军事医学科学院附属医院口腔科,北京100071

出　　处：《空军医学杂志》2015年第4期252-254,共3页Medical Journal of Air Force

基　　金：首都卫生发展科研专项基金(首发2011-5006-01)

摘　　要：目的调查患者复诊的主要原因及体验,据此完善口腔科诊疗机制,提升口腔医疗护理质量。方法根据138份口腔科复诊患者的调查问卷,分析患者复诊原因、上次就诊的候诊及诊治时间和体验、复诊预约时间等。结果牙痛、需要拔牙和溃疡是患者前来就诊的主要原因,分别占38.4%、15.9%和15.9%。72.7%的复诊患者对上次就诊的候诊时间较为满意,但仍有27.3%的患者认为上次候诊时间稍长。相对于诊治时间长短,患者更加关注诊疗效果。75%的患者认为超过预约时间20～30 min再取消预约较为合理。结论从患者就诊的原因发现口腔疾病预防工作的重要性。患者的候诊时间满意度说明我院口腔科诊疗程序安排较为合理,但仍有改进空间。Objective To perfect the diagnosis and treatment mechanisms in department of stomatology and improve the nursing of patients by investigating the main reasons for re-visiting patients and their experiences. Methods The reasons for re-visiting, the last waiting time for diagnosis and treatment, and the appointed time for return visit of 138 patients were analyzed with questionnaires in department of stomatology. Results Toothache, tooth extraction and ulcer were the main reasons for re-visiting patients, accounting for 38.4%, 15.9% and 15.9%, respectively. Although 72.7% of the patients were satisfied with the last waiting time to see a doctor, 27.3% of the patients considered that the last waiting time to see a doctor was longer. The patients cared more about the effectiveness of diagnosis and treatment than the diagnosis and treatment time. 75% of the patients considered that it was more reasonable to cancel the appointed time when it exceeded 20～30 minutes. Conclusion The reasons for patients to visit a hospital revealed the importance of oral prophylaxis. The satisfaction degree of patients for their waiting time for treatment showed that the arrangement of diagnosis and treatment in department of stomatology of our hospital was reasonable but there still needed some improvement.

关 键 词：口腔科 复诊患者 诊疗时间 就医体验 问卷调查 

分 类 号：R780.1[医药卫生—口腔医学] R19[医药卫生—临床医学]