预约服务的门诊业务流程再造对患者就诊时间的影响  

The Influence of Outpatient Business Process Reengineering of Appointment Service on Patient Visit Time

作　　者：许锡樱 XU Xiying(Outpatient Department,Affiliated Hospital of Jiangnan University,Wuxi 214000,Jiangsu,China)

机构地区：[1]江南大学附属医院门诊部,江苏无锡214000

出　　处：《中国卫生产业》2024年第22期50-52,共3页China Health Industry

摘　　要：目的探讨预约服务的门诊业务流程再造对患者就诊时间产生的影响。方法选取2021年3月—2023年5月江南大学附属医院门诊182例患者为研究对象。按投掷硬币法分为两组,参照组(91例)选择常规就诊流程;研究组(91例)选择预约服务的门诊业务流程再造方式。对比两组各就诊环节时间以及患者就诊总满意度。结果研究组挂号等候时间、检查缴费时间、药品缴费时间、取药等候时间均短于参照组,差异有统计学意义(P均<0.05)。研究组患者就诊总满意度为94.51%(86/91),高于参照组的84.62%(77/91),差异有统计学意义(χ^(2)=4.760,P<0.05)。结论预约服务的门诊业务流程再造可将各就诊环节时间明显缩短,获得较高的患者就诊满意度。Objective To explore the impact of outpatient business process re-engineering for appointment-based services on patient visit times.Methods A total of 182 patients in the Outpatient Clinic of the Affiliated Hospital of Jiangnan University from March 2021 to May 2023 were selected as study subjects.They were divided into two groups according to the coin-flip method;the reference group(91 cases)chose the routine consultation process;the study group(91 cases)chose the outpatient business process reengineering method of appointment service.The two groups were compared in terms of the time of each consultation session and the total satisfaction of the patients'consultation.Results The waiting time for registration,examination payment time,medicine payment time,and medicine collection waiting time of the study group were shorter than those of the reference group,and the differences were statistically significant(all P<0.05).The total satisfaction of patients'visit in the study group was 94.51%(86/91),which was higher than 84.62%(77/91)in the reference group,and the difference was statistically significant(χ^(2)=4.760,P<0.05).Conclusion Outpatient business process re-engineering for appointment service can significantly shorten the time of each visit and obtain a high level of patient satisfaction with the visit.

关 键 词：预约服务 门诊业务流程再造 就诊时间 就诊满意度 

分 类 号：R4[医药卫生—临床医学]