门诊信息系统在退号原因分析中的应用及研究  

Research and application on withdrawal analysis by outpatient information system

作　　者：郑佩君[1] 谢浩芬[1] 马佳文 李征[1] 冯帅[1] ZHENG Peijun;XIE Haofen;MA Jiawen;LI Zheng;FENG Shuai

机构地区：[1]宁波市第一医院

出　　处：《中国医院》2019年第11期68-70,共3页Chinese Hospitals

摘　　要：目的:运用门诊信息系统分析门诊退号原因并提出相应的管理对策,从而提高门诊服务效率及质量。方法:通过门诊信息系统对门诊HIS的源数据抽取医院2018年1~11月的所有普通门诊(专科、专病)和专家门诊挂号记录,对122 206名退号病例退号因素进行调查分析、统计分类,包括退号率的变化趋势、退号的表现形式、各种挂号来源产生的退号率,通过数据分析证实各种可能的退号原因。结果:医院门诊退号率为6.66%,影响医院退号率偏高的主要因素是分诊不准确和候诊时间太长,主要来源为通过窗口和自助机挂号的现场挂号门诊患者。结论:门诊患者退号原因是多方面的,提高医院门诊分诊引导功能,提升挂号窗口服务能力,掌握医院学科分科特点,加强门诊质量监控,优化服务流程,缩短患者候诊时间,是减少门诊患者退号、提升就诊效率和服务满意度的主要措施。Objectives: To improve the efficiency and quality of outpatient care by analyzing the reasons of outpatient service withdrawal and provides corresponding management countermeasures. Methods: Through the outpatient intelligent operation system, the source data of outpatient HIS system are extracted, and the registered records of all general outpatients(specialties, special diseases) and expert outpatients from January to November 2018 are obtained. The factors of withdrawal in 122206 cases were investigated and analyzed. And the statistical classification, including the changing trend of return rate, the manifestation of withdrawal, the withdrawal rate produced by various registered sources, and the possible reasons of withdrawal were confirmed by data analysis. Results: the return rate of outpatient clinic in hospital was 6.66%. The main factors affecting the high rate of withdrawal were inaccurate diagnosis and long waiting time. And the main source was through window and with the self-help machine on the spot registration clinic patients. Conclusions: There are many reasons for the outpatients to withdraw the number. It is considered to improve the function of the outpatient service, improve the service ability of the registered window, master the characteristics of the subject division of the hospital, strengthen the quality control of the outpatient service, optimize the service flow, and shorten the waiting time of the patient. It is the main measure to reduce the number of outpatients, improve the efficiency and patient satisfaction.

关 键 词：门诊管理 信息系统 门诊退号 

分 类 号：R197.324[医药卫生—卫生事业管理]