门诊精细化分时段预约挂号对改善门诊服务质量、患者满意度及医患纠纷的影响  

The Effect of Refined Outpatient Time-based Appointment Registration on Improving Outpatient Service Quality,Patient Satisfaction and Doctor-patient Disputes

作　　者：陈丽萍 吴爽 张海誉 CHEN Liping;WU Shuang;ZHANG Haiyu(Longyan People's Hospital,Longyan 364000,China)

机构地区：[1]龙岩人民医院,福建龙岩364000

出　　处：《中国医药指南》2022年第22期181-183,共3页Guide of China Medicine

基　　金：龙岩市科技计划项目(项目编号:2020LYF17018)。

摘　　要：目的探讨门诊精细化分时段预约挂号对改善门诊服务质量、患者满意度及医患纠纷的影响。方法选取2020年6月至2021年6月龙岩人民医院门诊实施分时段预约挂号前后在我院就诊的患者400例患者进行调查问卷,根据实施前后将患者分为对照组(2020年6月至2020年12月实施门诊精细化分时段预约挂号前纳入)和观察组(2021年1月至2021年6月实施门诊精细化分时段预约挂号后纳入),每组各200例,同时访谈10名导诊分诊护士30名坐诊医师,记录并比较挂号时间、候诊时间及顺利就诊情况,采用自制的问卷调查表对患者满意度进行调查,统计医患纠纷发生率。结果观察组患者挂号时间为(8.45±2.04)min,明显短于对照组的(24.37±4.24)min,差异有统计学意义,P<0.05;观察组患者候诊时间为(23.06±4.25)min,均明显短于对照组(53.72±6.15)min,差异有统计学意义,P<0.05;对照组患者顺利就诊率为83.50%(167/200),观察组患者顺利就诊率为94.50%(189/200),差异有统计学意义(χ^(2)=12.360,P<0.01)。观察组护理满意度为97.50%,明显高于对照组的85.50%,P<0.05;观察组医患纠纷发生率为0.50%,明显低于对照组6.00%,差异有统计学意义,P<0.05。结论门诊精细化分时段预约挂号能够有效改善门诊服务质量、提高满意度、降低医患纠纷发生率。Objective To explore the effect of refined outpatient time-based appointment registration on improving outpatient service quality,patient satisfaction and doctor-patient disputes.Methods From June 2020 to June 2021,400 patients who visited our hospital before and after the outpatient service of Longyan People's Hospital implemented time-based appointment registration were selected for questionnaires.According to before and after implementation,patients were divided into control group(included before implementation from June 2020 to December 2020)and observation group(included after implementation from January 2021 to June 2021),200 patients in each group,and 10 patients were interviewed at the same time.A total of 30 physicians with leading and triage nurses recorded and compared the registration time,waiting time and smooth consultation.A self-made questionnaire was used to investigate the patient's satisfaction,and the incidence of doctor-patient disputes was counted.Results The registration time of the patients in the observation group was(8.45±2.04)min,which was significantly shorter than that of the control group(24.37±4.24)min,the difference was statistically significant,P<0.05;the waiting time of the patients in the observation group was(23.06±4.25)min,both It was significantly shorter than the control group(53.72±6.15)min,the difference was statistically significant,P<0.05;the successful consultation rate of the control group was 83.50%(167/200),and the successful consultation rate of the observation group was 94.50%(189/200),the difference was statistically significant(χ^(2)=12.360,P<0.01).The nursing satisfaction of the observation group was 97.50%,which was significantly higher than that of the control group 85.50%,the difference was statistically significant,P<0.05.The incidence of doctor-patient disputes in the observation group was 0.50%,which was significantly lower than that in the control group 6.00%,the difference was statistically significant,P<0.05.Conclusion The refined time-based appoin

关 键 词：门诊精细化管理 分时段就诊 预约挂号 满意度 

分 类 号：R192.6[医药卫生—卫生事业管理]