普通门诊预约号源管理与叫号策略优化实证研究  

Empirical study on general outpatient reservation number source management and call number optimization strategy

作　　者：金衍丰 宓轶群[1] 李维维[1] 赵媛媛 JIN Yanfeng;MI Yiqun;LI Weiwei;ZHAO Yuanyuan(The 6th People＇s Hospital, Shanghai Jiao Tong Hospital, No.600, Yishan Road, Shanghai, 200233, PR)

机构地区：[1]上海交通大学附属第六人民医院,上海市宜山路600号200233 [2]上海中医药大学,上海市蔡伦路1200号201203

出　　处：《中国医院》2017年第12期7-9,共3页Chinese Hospitals

基　　金：科技部创新方法工作专项项目(2015IM030200);上海申康医院发展中心临床管理优化项目(SHDC2016617)

摘　　要：目前大型三甲医院人满为患,在专家门诊等优质医疗资源供给采取全预约已被患者广泛接受的基础上,普通门诊预约就诊成为大势所趋。针对目前国内普通门诊预约率低、大力推行预约可能导致非预约患者等待时间长、患者满意度下降等现状,医院以预约号源管理结合排队叫号策略改进为主,从时间段内预约号源合理分配、预约时间段间隔设计、预约时间段内绝对优先叫号、预约补充号源结合自助推送4个方面研究了普通门诊预约管理。在门诊实践中,同时通过多种策略组合、优化预约流程、大力宣传预约挂号等方法,明显提升了普通门诊预约率,有效减少患者等候时间,同时极大促进门诊自助机器使用率,明显提升了患者满意度,取得了良好的效果。At present, large hospitals are overcrowded, on the basis of the expert outpatient and other high-quality medical resources taking full appointment has been widely accepted by patients, general outpatient appointment become the general trend. According to the problems of low rate of general outpatient appointment, long waiting time for nonappointment patients and low satisfaction rate, general outpatient reservation management mode includes reservation number source in time period, appointment interval, call number priority in the appointment period and additional reservation number source combined with self-push based on improving reservation number source management and queuing strategy were developed. Meanwhile, a variety of strategies which can be described as a combination of multiple reservations strategies, optimize reservation process, massive media campaign were carried out. Outpatient reservation rate has been significantly increased, patients＇ waiting time has been shortened it also greatly improves the utilization rate of self-help machines and promotes patient satisfaction after implementing general outpatient reservation.

关 键 词：普通门诊 门诊预约 号源管理 叫号策略 流程优化 

分 类 号：R197.324[医药卫生—卫生事业管理]