医院门诊自助服务系统使用率的多因素分析  

Multivariate Analysis of Utilization Rate of Self-Service System in a Hospital

作　　者：楼昀 黄健[1] 王珏[1] 方芳[1] 华克勤[1] 

机构地区：[1]复旦大学附属妇产科医院,上海200011

出　　处：《中国医院管理》2016年第8期46-48,共3页Chinese Hospital Management

基　　金：上海申康医院发展中心临床科技创新项目(SHDC2015634)

摘　　要：目的探索医院门诊一站式自助服务系统在不同干预措施下的使用情况和使用患者的反馈。方法 2015年1—12月通过对门诊进行未干预、3种单独干预各1月、两种较强联合干预和全线干预后,计算自助服务系统的使用人次和使用人次占比,之后对患者进行问卷随访,比较患者的满意度、机器正常运行率和节省的时间。结果在入口处设置醒目标识提示自助服务系统,多途径宣传一站式服务并且在自助机旁配备充足的指导人员的自助服务系统使用率相对最高。结论自助服务系统使用率的提升不仅需要多途径、多层次,还需要门诊管理者在必要的时机进行适当的策略调整以取得有效模式来配合门诊运转。Objective To explore the usage of self-service system in a hospital and get the feedback of patients who use it. Methods 3 kinds of interventions are used from January to December in 2015,with no intervention in the first month,each of the three interventions in the following three months,two strong joint interventions in the next month,and all interventions in the latter months. Meanwhile,the amounts of people using the self-service system are counted. After using the self-service system,patients are asked randomly to fill in the questionnaires about the satisfaction, normal operation rate of machines and time saving. Results Among the eye-catching tips about the self-service system at the entrance,multiway promotion of the one-stop service,and adequate guidance to the self-service equipment,the self-service system utilization is relatively high. Conclusion In order to enhance and improve the self-service system,it requires not only multichannel and multilevel ways,but also a proper strategy adjustment if it is necessary to match with clinic operation for outpatient management.

关 键 词：自助服务 门诊管理 医改 

分 类 号：R197.32[医药卫生—卫生事业管理]