摘要
目的探讨门诊自主预约挂号服务系统提高患者满意度的效果。方法我院门诊自2008年5月起引入了一站式自主预约挂号系统,并于2016年6月与浦发银行合作,其功能扩大为预约、挂号、缴费及综合查询功能,增加多种便捷式支付功能。本研究调查了新的挂号系统引入前(2016年3-5月)和引入后(2016年7-9月)患者对门诊服务的满意度情况,对比分析自主预约挂号系统在门诊中的应用效果。结果引入新系统后,患者候诊时间明显短于引入前,差异有统计学意义(P<0.001);满意度显著高于引入前,差异有统计学意义(P<0.001)。结论采用门诊自主预约挂号系统,可缩短候诊时间,提高患者满意度,具有较高应用价值和临床推广意义。
Objective To explore the effects of self-appointment and registration service system in outpa-tient clinic on improving the patients＆#39;satisfaction.Methods Since June 2016,our hospital has introduced self-appointment and registration service system,which has been extended to booking,registration,pay-ment and comprehensive inquiry function and included several convenient ways of payment.This study in-vestigated the satisfaction of outpatients about the clinic services before（March to May 2016）and after（Ju-ly to September 2016）the introduction of the new registration system.Results The waiting time of the pa-tients and the satisfaction were significantly shorter and higher than that before the introduction of the new system（p 〈0.001）respectively.Conclusions Outpatient self- appointment registration system can shorten the waiting time and improve the satisfaction,which has high application value and clinical significance.
作者
王开颖
巩树梅
杨容
Wang Kaiying Gong Shumei Yang Rong(Depatrment of Convenience Service Center, Xinhua Hospital Affiliated to Shanghai ]iao Tong University School of Medicine, Shanghai 200092, China Department of Otorhinolaryngology Head and Neck Surgery, Xinhua Hospital Affiliated to Shang Hal Jiao Tong University School of Medicine)
出处
《解放军护理杂志》
CSCD
2017年第4期56-58,共3页
Nursing Journal of Chinese People's Liberation Army
关键词
自主预约挂号服务
满意度
候诊
门诊护理
self-appointment and registration service
satisfaction
waiting
outpatient care
