某三甲医院普通门诊人流分布与分时段预约的应用  

Application of General Outpatient Population Distribution and Time-share Appointment in a Hospital of Class A and Grade Ⅲ

作　　者：陆秉[1,2] 王慧玲[2] 姚革[2] 是俊凤[2] 邹姮[2] 潘晨麟 栾洋[1] LU Bing;WANG Hui-ling;YAO Ge;SHI Jun-feng;ZOU Heng;PAN Chen-lin;LUAN Yang(Shanghai Jiaotong University School of Public Health,Shanghai200025,China;Xinhua Hospital Affiliated to Shanghai Jiaotong University School of Medicine,Shanghai 200092,China)

机构地区：[1]上海交通大学公共卫生学院,上海市200025 [2]上海交通大学医学院附属新华医院,上海市200092

出　　处：《现代医院管理》2019年第1期35-39,共5页Modern Hospital Management

摘　　要：目的探讨普通门诊人流分布与分时段预约的应用效果,分析提高预约服务的手段。方法以2015年1月至2017年12月上海交通大学医学院附属新华医院儿内科、皮肤科、神经内科3个科室普通门诊的相关就诊数据,回顾分析不同门诊的预约情况、预约患者与非预约患者就诊时间流量分布、非医疗候诊时间、实际就诊时间等情况的差异。结果试点科室普通门诊预约率11. 34%,失约率30. 99%。预约服务缩短患者候诊时间、增加实际就诊时间,实现削峰分流,不同科室预约率、预约途径、预约效果存在差异。结论普通门诊分时段预约推行需要根据科室的不同属性,以人流分布情况作为参考依据,利用信息化手段有效降低失约可能;结合分级诊疗推动医疗服务体系建设。Objective:To explore the application effects of general outpatient population distribution and time-share appointment and analyze the methods for improving reservation service.Method:The authors made the retrospective analysis on the differences in reservation in different outpatients,flow distribution of visiting time of the patients with appointment and the ones without appointment,non-medical waiting time,actual visit time based on the relevant medical data in 3 general outpatients of pediatric internal medicine,dermatology and neurology in Xinhua Hospital Affiliated to Medical College of Shanghai Jiaotong University from January,2015 to December,2017.Result:The appointment rate of the pilot general clinic is 11.34%and the absenteeism reaches 30.99%.The appointment service shortens the waiting time and increases the actual treating time of the patients,which makes the diversified visits of patients.There are the differences in appointment rates,booking ways and reservation results in different departments.Conclusion:The implementation of time-share appointment in general outpatients can reduce the failure of the appointments by means of informatization according to the different attributes of the departments and population flow,and promote the construction of medical service system with hierarchical diagnosis and treatment.

关 键 词：普通门诊 人流分布 分时段 预约诊疗 

分 类 号：R197[医药卫生—卫生事业管理]