基于智慧医疗优化挂号服务系统对门诊患者门诊等候时间及满意度的影响  

The effect of intelligent medical optimization registration service system on waiting time and satisfaction of outpatients

作　　者：谢伟红[1] XIE Weihong(Outpatient Department,Ganzhou People's Hospital in Jiangxi Province,Ganzhou 341000,China)

机构地区：[1]江西省赣州市人民医院门诊部,江西赣州341000

出　　处：《中国现代医生》2019年第1期149-151,共3页China Modern Doctor

基　　金：江西省赣州市指导性科技计划任务(GZ2015ZSF117)

摘　　要：目的探讨基于智慧医疗优化挂号服务系统对门诊患者门诊等候时间及满意度的影响。方法随机选取2017年6～11月来我院门诊就诊的80例患者作为对照组,使用常规挂号(人工挂号、等候就诊),同时选取2017年12月～2018年3月来我院门诊就诊的80例患者作为观察组,使用智慧医疗优化挂号服务系统进行挂号,记录患者平均挂号时间、候诊时间、投诉发生率,以调查问卷形式使患者对该模式满意度进行评分。结果对照组患者挂号时间、门诊等候时间分别为(38.42±14.35)min和(41.62±18.27)min,患者对该服务系统总满意率为61.25%,投诉发生率为13.75%;观察组患者挂号时间、候诊时间为(21.62±8.75)min和(24.75±9.67)min,患者对该服务系统总满意率为81.25%,投诉发生率为2.50%。两组差异有统计学意义(P<0.05)。结论智慧医疗优化挂号服务系统能显著降低患者平均门诊等候时间,提高患者满意度,值得推广。Objective To explore the impact of intelligent medical optimization registration service system on waiting time and satisfaction of outpatients.Methods A total of 80 patients from our hospital outpatient clinic from June to November 2017 were randomly selected as the control group and used the regular registration(manual registration,waiting for treatment).At the same time,80 patients admitted in the outpatient clinic from December 2017 to March 2018 were selected as the observation group and used the Intelligent Medical Optimization Registration Service System.The average time of registration and waiting for a visit,and the incidence of complaints were recorded.The questionnaire was used to score the satisfaction of the model.Results The registration time and outpatient waiting time of the control group were(38.42±14.35)minutes and(41.62±18.27)minutes respectively.The total satisfaction rate of the service system was 61.25%,and the complaint rate was 13.75%.The observation group patients were registered.The registration time and outpatient waiting time of the control group were(21.62±8.75)minutes and(24.75±9.67)minutes.The total satisfaction rate for the service system of the patients was 81.25%,and the complaint rate was 2.50%.The difference between the two groups was statistically significant(P<0.05).Conclusion The intelligent medical optimization registration service system can significantly reduce the average waiting time of patients and improve patient satisfaction,which is worth promoting.

关 键 词：智慧医疗 挂号服务系统 门诊等候时间 投诉发生率 满意度 

分 类 号：R473[医药卫生—护理学]