大型口腔专科医院门诊预约资源优化策略及效果研究  

Research on Optimization Strategy and Effect of Outpatient Appointment Resources in Large Dental Specialty Hospital

作　　者：邵倩[1] 王磊[2] Shao qian;Wang lei(Out-patient Department,the Affiliated Stomatological Hospital of Medical School of Nanjing University,Nanjing Stomatological Hospital,Nanjing 210008,China)

机构地区：[1]南京大学医学院附属口腔医院,南京市口腔医院门诊部,江苏南京210008 [2]南京大学医学院附属口腔医院,南京市口腔医院院部,江苏南京210008

出　　处：《江苏卫生事业管理》2019年第5期560-563,共4页Jiangsu Health System Management

基　　金：南京市医学科技发展重点项目(ZKX16053)

摘　　要：目的:探索大型口腔专科医院门诊预约资源优化策略。方法:通过均衡调配预约资源、多种预约方式交互运用、应用互联网和自助设备实现最简预约流程,强化预约规则,对门诊预约资源持续优化。结果:通过门诊信息系统采集2017年与2018年门诊数据进行比较,优化策略实施后,普通初诊预约人次增加32.91%,专家门诊预约人次增加10.21%;普通门诊预约率从37.23%提高到45.25%;失约率从优化前的10.44%下降至2.38%,门诊患者就诊满意率得以大幅提升。结论:预约资源的优化创新可以对有限的医疗资源进行最大化的利用,从而起到科学分流、改善秩序,提高效率,优化流程的作用。Objective:To explore the optimization strategy of outpatient appointment resources in large dental specialty hospitals.Methods:The most simple booking process was achieved through balancing allocation of booking resources,using multiple booking methods,including Internet and self-service equipment,strengthening the management of booking rules.The outpatient booking re.sources were continuously optimized.Results:By comparing the outpatient data between 2017 and 2018 collected by outpatient infor.mation system,first visit appointment increased by 32.91%,and specialist outpatient service appointment increased by 10.21%.The general outpatient appointment rate increased from 37.23%to 45.25%;The breaking rate of appointment dropped from 10.44%to 2.38%,and the satisfaction rate of outpatient patients was greatly improved.Conclusions:tTe optimization and innovation of reserva.tion resources can make the best use of the limited medical resources,in improving scientific diversion,orderand efficiency,and in opti.mizing process.

关 键 词：口腔 专科医院 预约资源 门诊管理 

分 类 号：R197.3[医药卫生—卫生事业管理]