公立医疗机构门诊预约及与医疗服务满意度关联分析  

Study on Outpatient Appointment and its Association with Medical Service Satisfaction in Public Medical Institutes

作　　者：陈丹妮 范关荣 罗惠文 邹冬冬 王彤 张志锋 薛迪[1] CHEN Dan-ni;FAN Guan-rong;LUO Hui-wen(School of Public Health,Fudan University/Key Laboratory of Health Technology Assess- ment,Ministry of Health,Shanghai,200032,Chin)

机构地区：[1]复旦大学公共卫生学院.卫生部卫生技术评估重点实验室,上海200032 [2]上海医药卫生行风建设促进会,上海200040 [3]上海市卫生和计划生育委员会,上海200125

出　　处：《中国医院管理》2018年第7期14-16,共3页Chinese Hospital Management

基　　金：上海医药卫生行风建设促进会委托项目(WAF201062)

摘　　要：目的分析上海市公立医疗机构门诊预约诊疗及其与病人满意度的关联。方法 2017年7—8月,课题组对上海市60所公立机构开展门诊病人满意度问卷调查和机构问卷调查。结果 2017年上海市公立医疗机构被调查的门诊病人预约率为29.88%,三级医院为33.90%,复诊病人为29.43%。门诊预约方式主要为现场预约、微信/支付宝/App等移动端和互联网预约。门诊预约病人的总体满意率和医生服务满意度均高于非预约病人。结论门诊预约影响了病人满意度,未来应继续推进公立三级医院门诊预约的实施,提高门诊复诊病人的预约率。Objective To analyze outpatient appointment and its association with outpatient satisfaction in public medical institutes of Shanghai. Methods Questionnaire survey of outpatient satisfaction in 60 public medical institutes in Shanghai City and questionnaire survey of these 60 medical institutes were conducted in July and August of 2017.Results The outpatient appointment rate was 29.88% in public institutes in Shanghai City in 2017,while 33.90% in tertiary public hospitals and 29.43% in non-initial visits. The outpatient appointments were mainly made through on-site appointment,appointment by We Chat,Alipay and other mobile terminals,and online appointment. The overall satisfaction rate and physician satisfaction rate were higher in the outpatients with appointments than those without appointments. Conclusion Outpatient appointment affects outpatient satisfaction. In future, outpatient appointment should be continuously implemented in tertiary public hospitals to increase non-initial visits of outpatients.

关 键 词：门诊预约 病人满意度 医疗服务质量 公立医疗机构 

分 类 号：R197.3[医药卫生—卫生事业管理]