不同门诊挂号方式下患者满意度现状调查与分析  

Investigation and Analysis of Patients’Satisfaction with Different Ways of Outpatient Registration

作　　者：魏绍明[1] 刘奎[1] Wei Shaoming;Liu Kui(The Fifth Affiliated Hospital of Xinjiang Medical University,Urumqi 830011,Xinjiang Uygur Autonomous region,China;不详)

机构地区：[1]新疆医科大学第五附属医院,新疆维吾尔自治区乌鲁木齐市830054

出　　处：《中国病案》2020年第12期46-49,共4页Chinese Medical Record

基　　金：新疆维吾尔自治区自然科学基金项目(2019D01C282)。

摘　　要：目的通过对门诊不同挂号方式下患者就诊的满意度现状展开调查,对影响因素进行分析,以控制改变影响因素为管理切入,探讨提升患者满意度及门诊管理效能的方法。方法自行设计调查问卷对新疆某三级医院2019年1月1日-2019年12月31日期间门诊患者进行随机抽样,并填写问卷,便利抽样6600人次。应用SPSS16.0软件,对患者满意度影响因素进行单因素分析、多因素回归分析。结果门诊挂号方式的总满意率为91.6%,高于国内常模;现场缴费挂号满意度67.6%,诊间预约挂号满意度95.75%,电话预约挂号满意度91.51%,自助机挂号满意度91.77%,手机网络挂号满意度94.64%。居住地、学历、经济状况、工作性质、候诊时间是影响患者满意度的主要因素,P<0.05。结论多种挂号相结合是门诊挂号的主流方式,不断提升信息化建设水平,并积极推行以诊间预约挂号为主的预约挂号模式能有效提高门诊患者的满意度。Objective Through the investigation of patients’satisfaction status under different registration methods,the influencing factors were analyzed,and the methods of improving patients’satisfaction and outpatient management efficiency were discussed.Methods A self-designed questionnaire was used to randomly sample outpatients from a tertiary hospital in Xinjiang from January 2019 to December 2019 to investigate patients’satisfaction under different registration methods.SPSS16.0 software was used to establish logistic regression analysis equation to analyze the influencing factors of patients’satisfaction.Results The total satisfaction rate of outpatient registration is 91.6%,which is higher than the domestic norm;the satisfaction rate of on-site payment registration is 67.6%,the satisfaction rate of appointment registration in the clinic is 95.75%,the satisfaction rate of telephone appointment registration is 91.51%,the satisfaction rate of self-service registration is 91.77%,and the satisfaction rate of mobile network registration is 94.64%.Residence,education background,economic status,nature of work and waiting time were the main factors affecting patients’satisfaction(P<0.05).Conclusion The combination of multiple registration is the mainstream way of outpatient registration.It can effectively improve the satisfaction of outpatient patients by constantly improving the level of information construction,and actively promoting the appointment registration mode based on the appointment registration in the clinic.

关 键 词：门诊管理 预约挂号 患者满意度 影响因素 

分 类 号：R197.32[医药卫生—卫生事业管理]