门诊患者不同挂号方式就诊的构成、满意度及相关影响因素分析  

Analysis on the composition, satisfaction and related factors of outpatient visits with different registration methods

作　　者：朱艳平[1] 朱晓勃[1] 王喆[2] ZHU Yanping;ZHU Xiaobo;WANG Zhe(Information Management Office, the First Affiliated Hospital of Hebei North University, Hebei Province, Zhangjiakou 075000, China;Department of Radiotherapy, the First Affiliated Hospital of Hebei North University, Hebei Province, Zhangjiakou 075000, China)

机构地区：[1]河北北方学院附属第一医院信息管理处,河北张家口075000 [2]河北北方学院附属第一医院放射治疗科,河北张家口075000

出　　处：《中国医药导报》2019年第6期40-44,共5页China Medical Herald

基　　金：河北省张家口市科技计划项目(1521137I)

摘　　要：目的分析门诊患者不同挂号方式就诊的构成、满意度及相关因素。方法对河北北方学院附属第一医院(以下简称"我院")2017年1月～2018年1月9874例门诊患者展开调查分析,根据挂号方式的不同将其分为窗口缴费挂号患者与网络预约挂号患者,比较不同挂号方式患者的满意度评价,应用Logistic回归分析方程计算分析影响患者满意度的相关因素。结果在收回的9860份问卷中,由窗口缴费挂号者5065例,占比51.37%;网络预约挂号者共4795例,占比48.63%。发放满意度调查问卷,对我院门诊挂号方式的总满意率为83.63%(8246/9860),其中窗口缴费挂号者总满意率(69.60%)明显低于网络预约挂号者(98.46%),且窗口缴费挂号者在就诊流程、就诊体验、就诊环境、整体评价和医患关系及总体满意度评价方面均低于网络预约挂号者,差异有统计学意义(P <0.05)。门诊挂号满意者居住地、文化程度、经济收入、是否有固定医生、挂号科室、就诊次数、候诊时间与不满意者比较,差异均有统计学意义(P <0.05);Logistic回归分析结果显示,居住地、文化程度、经济收入、是否有固定医生、挂号科室、就诊次数、候诊时间均是门诊挂号患者满意度评价的主要影响因素(P <0.01)。结论推广网络预约的挂号方式有助于提高门诊就医患者的满意度评价,同时在实际操作中,应注意对文化程度较低、经济收入较高、初次就诊、来自外地的患者加大宣传指导力度,尽可能缩短患者候诊时间。Objective To analyze the composition, satisfaction and related factors of outpatient registration with different registration methods. Methods From January 2017 to January 2018, 9874 outpatients in the First Affiliated Hospital of Hebei North University ("our hospital" for short) were investigated and analyzed. According to the different registration methods, they were divided into window payment registration patients and network reservation registration patients. The satisfaction evaluation between different registration methods was compared. Logistic regression analysis equation was used to calculate and analyze the related factors affecting patients′satisfaction. Results Of the 9860 questionnaires recovered, 5065 were registered by the window, accounted for 51.37%. There were 4795 cases of network reservation registration, accounted for 48.63%. The total satisfaction rate of outpatient registration was 83.63%(8246/9860). The total satisfaction rate of window payment registration (69.60%) was significantly lower than that of network reservation registration (98.46%). The treatment process, experience, environment, overall evaluation, doctor-patient relationship and overall satisfaction evaluation of the window payment registration patients were lower than those of the network reservation registration patients, the differences were statistically significant (P < 0.05). There were significant differences in residence, educational level, economic income, whether there were fixed doctors, registered departments, visiting times, waiting time between the patients with satisfactory registration and those with unsatisfactory registration (P < 0.05). Logistic regression analysis showed that residence, educational level, economic income, whether there were fixed doctors, registered departments, visits times, waiting time were the main factors affecting the satisfaction evaluation of outpatient registered patients (P < 0.01). Conclusion Promoting the registration method of network reservation is helpful to improve the s

关 键 词：门诊挂号 挂号方式 满意度 相关因素 

分 类 号：R197[医药卫生—卫生事业管理]