规范出诊管理结合个性化预约号源设置提高门诊预约精准率  

Standardized outpatient management combined with personalized appointment number source settings to improve outpatient appointment accuracy

作　　者：郑小芳 潘锋君 吴曙霞 边乐超 ZHENG Xiaofang;PAN Fengjun;WU Shuxia;BIAN Lechao(Lishui Central Hospital of Zhejiang Province,Lishui,323000,Zhejiang Province,PRC)

机构地区：[1]浙江省丽水市中心医院,浙江省323000 [2]浙江省丽水市中心医院门诊部

出　　处：《中国医院》2020年第4期59-61,共3页Chinese Hospitals

基　　金：丽水市科技计划项目(2019RKX13)。

摘　　要：精准预约可以切实缩短患者的候诊时间,从而改善患者就医体验。要做到精准预约,与规范出诊医师管理及合理设置预约号源密不可分。浙江省丽水市中心医院结合实际,首先规范医师按时出诊;再将所有专家门诊和普通门诊均约到每位医师个人队列,方便患者选择医师预约就诊;然后按每个科室及每位医师平均看诊时长,个性化设置分时段预约号源间隔时间,提高预约精准率;最后,统计预约时间点与实际看诊时间点之差,获取平均候诊时长,针对候诊时间过长的医师号源进行分析改进,提高按时看诊率。经过1年半的调整,目前医院患者分时段预约精准率已达93%以上。Objective:Accurate outpatient appointments could indeed shorten the patients,waiting time.Thus it can improve the patients’experience of seeing a doctor and the degree of satisfaction.How to make an accurate appointment is highly related to standardizing doctors,outpatient service management and reasonable appointment number set up.Methods:Firstly,to standardize outpatient physicians starting work on time;Secondly,to arrange all the patients,numbers to the individual doctor,no matter a specialist or general doctor outpatient service.So the patients can easily choose the doctor.Thirdly,according to the average visiting time of each doctor of every department,personalized appointment time interval should be set up to improve the accuracy of outpatient appointments.And last but not least,to calculate the time difference between appointment time and the actual visiting time to get a result of average waiting time,and then analyze and improve that overtime waiting patients,number to improve the rate of on-time visits.Results:After a year and a half adjustment,the current accuracy of outpatient appointments has achieved above 93%.Conclusion:This paper summarizes,introduces,and discusses the experience of our hospital in standardizing outpatient doctors,designing and implementing methods,and effective feedback,etc.of personalized appointment number source.To set up a time interval appointment more accurately and improve the service quality of outpatient appointments.

关 键 词：规范出诊管理 个性化预约 预约挂号 精准预约 

分 类 号：R197.322[医药卫生—卫生事业管理]