某三级医院预约挂号爽约情况及其原因调查  

Causes of appointment-breaking behavior in a tertiary hospital

作　　者：刘玉琦[1] 郝晓刚[1] 马亚飞[1] LIU Yuqi;HAO Xiagang;MA Yafei.(Outpatient Department, Hospital 302 of PLA, Beijing 100039, China)

机构地区：[1]解放军第三〇二医院门诊部,北京100039

出　　处：《武警医学》2018年第2期117-119,共3页Medical Journal of the Chinese People's Armed Police Force

摘　　要：目的分析预约挂号患者的爽约情况与原因,采取相关的应对措施,以避免医疗资源的浪费,提升门诊管理和服务水平。方法提取某医院2016年四季度爽约患者的信息,通过SPSS23.0软件及χ2检验对个人基本信息、预约途径、预约医师类别、预约提前天数等进行分析统计。对2017年某1周爽约患者,使用医院固定电话于患者爽约次日进行爽约原因调查。结果 2016年四季度共预约挂号15 207人次,爽约2654人次,爽约率为17.45%,不同的预约途径、预约医师类别和预约提前天数之间爽约率差异有统计学意义。电话回访爽约患者共283人次,回访成功251人次,爽约原因中,主观原因占39.84%,客观原因占49.80%,其他原因占10.36%。结论在预约挂号提供便捷服务的同时,医院和患者应共同维护预约诊疗的有序运行。医院应制定有针对性的应对措施,合理调整资源配置,提高门诊预约诊疗服务质量。Objective To analyze the reasons why patients fail to keep appointments with doctors in order to take related countermeasures to prevent the waste of medical resources and continue to improve the management and service level of out-patients.Methods Information on patients who failed to keep an appointment with the doctor in the fourth quarter of 2016 was retrieved.Data on personal basic information,ways of making an appointment,categories of selected doctors,the number of days before the appointment was statistically analyzed using software SPSS23.0 and chi-squared test.The reasons patients failed to keep an appointment in a week in 2017 were investigated via a telephone of the hospital.Results There were a total of 15,207 appointments with doctors and 2,654 cases of breaking an appointment in the fourth quarter of 2016.The rate of breaking an appointment was 17.45%,and was significantly different between different ways of making an appointment,categories of selected doctors and the numbers of days until the appointment.283 people were investigated on the telephone and 251 replied.People failed to keep an appointment with the doctor for different reasons.Conclusions Hospitals and patients should make joint effort to maintain the efficiency of appointments.A hospital should formulate customized service measures,adjust the allocation of resources properly and improve the service quality of appointments.

关 键 词：医疗服务 预约挂号 爽约率 

分 类 号：R197.323[医药卫生—卫生事业管理]