个性化门诊预约平台在医院门诊预约管理中的应用探讨  

Discussion on Application of Personalized Appointment Platform in Outpatient Appointment Management

作　　者：邵微颖 潘秋兰 朱荷凤 SHAO Wei-ying;PAN Qiu-lan;ZHU He-feng(Quzhou Hospital Affiliated to Wenzhou Medical University)

机构地区：[1]温州医科大学附属衢州医院

出　　处：《医院管理论坛》2022年第1期37-40,共4页Hospital Management Forum

摘　　要：目的评价个性化门诊预约平台在医院门诊预约管理中的应用效果。方法医院2021年1月起全面开展个性化门诊预约平台的门诊预约管理,以2020年7—12月为实施前,2021年1—6月为实施后,通过本院门诊科室统计系统工作报表统计门诊出诊准点率及按时看诊率。于实施前、后各随机选取200例患者进行调查,统计实施前后患者相关诊疗时间及就医体验满意度。结果实施该预约管理后,门诊出诊准点率由74.26%提升至99.62%,按时看诊率由73.78%提升至93.84%。患者挂号时间、候诊时间、缴费时间、检查等待时间、取药时间均较实施前明显缩短(p<0.05)。实施后,患者对医疗流程满意率90.5%、医患沟通满意率92.0%、服务态度满意率92.5%,显著高于实施前的73.0%、80.5%和79.0%(p<0.05)。结论在医院门诊预约管理中,采取个性化门诊预约平台措施,能改善门诊工作效率,缩短患者诊疗时间,提高患者就医体验满意度。Objective To evaluate the application effect of personalized outpatient appointment platform in outpatient appointment management.Methods Personalized outpatient appointment platform was launched in January,2021.A total of 200 patients visiting the hospital in July to December,2020 before the platform was launched were included in the study,and 200 patients in January to June,2021 were included.The time used in the visit and satisfaction with the experience were recorded and calculated.Results After launching the platform,the punctual start rate of outpatient visits increased from 74.26%to 99.62%and the rate of on-time visits increased from 73.78%to 93.84%.The registration time,waiting time,paying time,waiting time for examination and drug delivery time were significantly shortened after the platform was used(p<0.05).The satisfaction rate with medical service process was 90.5%,satisfaction rate with doctor-patient communication 92.0%,satisfaction rate with service attitude was 92.5%,which were all significantly higher than 73.0%,80.5%and 79.0%before the platform was used(p<0.05).Conclusion In the hospital outpatient appointment management,personalized outpatient appointment platform can improve the efficiency,shorten the diagnosis and treatment time,and improve the medical experience satisfaction of patients in the outpatient.

关 键 词：门诊预约管理 智慧医疗 个性化预约 就医体验 

分 类 号：R197.3[医药卫生—卫生事业管理]