门诊患者复诊流程再造  

Reflections on the Rehabilitation Process of Outpatient Patients

作　　者：马学华[1] 王超[1] 张楠[1] 卢慧[1] 

机构地区：[1]解放军总医院第一附属医院门诊部,北京100048

出　　处：《解放军医院管理杂志》2017年第7期626-628,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：在门诊就医过程中,存在着较高比例当日再次返回诊室就诊的现象,复诊患者与正在就诊患者存在就医秩序的冲突,医师看诊常常被打断,影响诊疗思路,延长看诊时间,同时,患者的隐私得不到有效保护。随着门诊患者复诊现象的不断增加,原有的就诊秩序和流程较难保障。以问卷形式对军队某三级甲等医院的门诊患者进行满意度调查,以了解复诊患者在全门诊就医流程中存在的问题[1],为完善门诊管理制度,实现流程再造提供科学的决策依据。During the outpatient treatment process, many referral patients return to the clinic within the same day. As a result, conflicts exist between the referral patients and common patients who are seeking medical treatment, and doctors are often interrupted, affecting their diagnosis and treatment ideas and extending the time of seeing a doctor. Moreover, patients＇ privacy could not be effectively protected. With the increasing outpatient visits, it is difficult to guarantee the original order and process. Questionnaire about patients＇ satisfaction with outpatient service in a tertiary hospital was conducted to find out problems existing in the process of outpatient treatment, in order to provide scientific basis for perfecting the outpatient management system and implementing process reconstruction.

关 键 词：门诊患者 满意度 复诊 调查分析 

分 类 号：R197.32[医药卫生—卫生事业管理]