新冠肺炎疫情期间门诊电话咨询72525例回顾分析  

Retrospective analysis of 72525 outpatient telephone consultations during COVID-19 pandemic

作　　者：张宇斐 王治[1] 李哲 李佳月 王涛[1] 赵玉芳[1] 刘海民[1] Zhang Yufei;Wang Zhi;Li Zhe;Li Jiayue;Wang Tao;Zhao Yufang;Liu Haimin(Department of Outpatient,Peking Union Medical College Hospital,Beijing 100730,China)

机构地区：[1]中国医学科学院北京协和医院,北京100730

出　　处：《中华医院管理杂志》2020年第10期823-825,共3页Chinese Journal of Hospital Administration

摘　　要：目的了解疫情期间医院门诊患者来电咨询特点、内容及效果,促进门诊热线咨询服务有效开展。方法对2020年2-4月我院门诊患者电话咨询内容进行回顾性分析,了解患者医疗咨询、疫情咨询、挂退号咨询、检查检验咨询及其他5个方面的情况。数据采用频数、构成比进行描述性分析。结果 3个月内共接听门诊电话咨询72 525例次,问题解决率98.5%,患者满意度评价4.6分;工作日8:00~11:00、14:00~17:00咨询量较大,患者对医院疫情防控政策咨询占比最高(40.0%)。结论疫情期间,门诊电话咨询不仅能及时解决患者需求,而且能有效分流患者,对后续门诊开展延伸服务有指导意义。Objective To investigate the characteristics,contents and ffects of outpatients'telephone counseling during COVID-19 pandemic,and to promote the development of outpatient service.Methods Frequency Retrospective analysis was made on contents of such consultations ranging from February to April 2020,to learn their medical consultation,epidemie consultation,outpatient registration and non-attendance consultation,inspection consultation and other 5 aspects.Results 72525 cases of outpatient telephone consultations were received,and 98.48 percent of the problems had been solved.The evaluation of outpatient satisfaction was as high as 4.60 points.The quantity of consultation at 8-11 am and 14-17 pm on weekdays was the largest.The highest proportion of information content was about COVID-19.Conclusions Telephone consultation during COVID-19 can not only ffectively reduce outpatient visits,but also effectively diverse patient flow and prove conducive 10 extension services of outpatients in the future.

关 键 词：突发公共卫生事件 门诊 电话咨询 延伸服务 

分 类 号：R197.323[医药卫生—卫生事业管理]