优化预约诊疗服务 提升门诊服务质量  

Optimize appointment services to improve the quality of outpatient services

作　　者：丁晓娟 DING Xiaojuan(Outpatient Department of Xuzhou Medical University Hospital,Xuzhou,Jiangsu 221002)

机构地区：[1]徐州医科大学附属医院门诊部,江苏徐州221002

出　　处：《江苏卫生事业管理》2020年第9期1193-1195,共3页Jiangsu Health System Management

摘　　要：目的:进一步落实改善医疗服务行动计划,探索实施分时段预约诊疗,改善患者就诊感受,促进患者有序就诊。方法:分析预约诊疗存在问题,依托信息技术,规范预约流程,拓展预约方式,预约诊疗全过程精细化、科学化管理。结果:2019年医生按时出诊率提升至99.8%,患者平均等待时间缩短至22分钟,门诊患者满意度提升至98.4%。结论:提高患者预约诊疗的依从性,可有效改善医院诊疗秩序,提升门诊服务质量,提高医疗资源使用效率,使医院的服务、管理、效益、声誉进入良性循环,达到医患双赢。Objective:In order to further implement the action plan to improve medical services,explore ways to implement timesharing appointments,improve patientsdirection,and promote orderly consultation.Methods:Analysis of the existence of appointment diagnosis and treatment problems,relying on information technology,standardize the appointment process,expand the appointment method,the whole process of appointment diagnosis and treatment fine,scientific management.Results:In 2019,the rate of on-time visits by doctors increased to 99.8%,the average waiting time for patients was reduced to 22 minutes,and the satisfaction rate of outpatients increased to 98.4%.Conclusion:Improve the compliance of patientappointment,effectively improve the order of hospital consultation,improve the quality of outpatient service,improve the efficiency of the use of medical resources,so that the hospital’s service,management,efficiency,reputation into a virtuous circle,to achieve a win-win situation between doctors and patients.

关 键 词：分时段 预约诊疗 精细化管理 服务质量 

分 类 号：R197.39[医药卫生—卫生事业管理]