不同挂号方式对高端医疗门诊患者候诊时间的影响  

Effects of different registration methods on the waiting time of patients of high-end medical outpatient department

作　　者：刘纳[1] 张聪 王琳[1] 孙爱民 齐红莹[3] Liu Na;Zhang Cong;Wang Lin;Sun Aimin;Qi Hongying(International Department,China-Japan Friendship Hospital,Beijing 100029,China;College of Management,Beijing University of Chinese Medicine,Beijing 100029,China;Department of Medical Oncology,China-Japan Friendship Hospital,Beijing 100029,China)

机构地区：[1]中日友好医院国际部,北京100029 [2]北京中医药大学管理学院,100029 [3]中日友好医院肿瘤内科,北京100029

出　　处：《中华现代护理杂志》2020年第12期1669-1671,共3页Chinese Journal of Modern Nursing

摘　　要：目的对高端医疗门诊患者候诊时间进行统计、分析并寻找对策,以合理缩短患者候诊时间。方法通过医院信息系统,采集中日友好医院国际部门诊2019年1-7月共30421例就诊患者的候诊时间。结果30421例门诊患者候诊时间为(26.05±24.30)min,其中非预约窗口挂号患者候诊时间(23.45±23.71)min,预约患者候诊时间(30.17±24.66)min,差异有统计学意义(t=-23.49,P<0.05)。结论在目前的门诊流程模式下,高比例的非预约窗口挂号患者会增加预约患者候诊时长。通过门诊流程改革及加强宣教等方式来提高患者预约比例,可以实现精准预约,缩短预约患者的候诊时间。Objective To reduce the waiting time of patients reasonably by statistics and analysis of the waiting time of high-end medical outpatients and finding countermeasures.Methods Through the hospital information system,the waiting time of 30421 patients who were treated in International Department in China-Japan Friendship Hospital from January 2019 to July 2019 was collected.Results The waiting time of 30421 outpatients was(26.05±24.30)min.Among them,the waiting time of patients with non-appointment window registration was(23.45±23.71)min while the waiting time of patients with appointments was(30.17±24.66)min,and the difference was statistically significant(t=-23.49,P<0.05).Conclusions Under the current outpatient procedure mode,a high proportion of patients with non-appointment window registration will increase the waiting time for patients with appointments.By increasing the proportion of patients with appointments through the process reform of outpatient department,strengthening of propaganda and education and other methods,accurate appointments can be achieved and the waiting time for appointment patients can be shortened.

关 键 词：满意度 候诊时间 预约挂号 窗口挂号 流程改革 

分 类 号：R197[医药卫生—卫生事业管理]