| 摘要: |
| 目的 了解某专科医院普通门诊分时段预约的特点和效果，探索适宜的评价指标、评价方式及提升预约服务的有效手段。方法 通过HIS系统提取2015年7月至2016年3月复旦大学附属妇产科医院杨浦院区4个普通门诊参与预约的12 889人次患者的预约信息及挂号就诊的181 447人次患者的相关数据，比较不同门诊的预约情况、流量分布及预约与非预约患者平均候诊时间等的差异。结果 普通门诊预约率仅7.24%，而爽约率高达25.90%；诊间预约不到全部预约的1%，普通门诊预约患者的平均候诊时间普遍短于非预约患者，无论预约率还是预约效果各科室间都存在明显差异。结论 评价普通门诊的预约情况应对各科室设置不同的基线和目标；结合专科医院的特点推动诊间预约；可将门诊流量监控引入门诊预约管理中。 |
| 关键词: 预约挂号 普通门诊 专科医院 |
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| Investigation of the Day Parting Appointment of General Clinic in a Specialized Hospital |
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| Abstract: |
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Objective
To find out the characteristics and effects of the day parting appointment of the general clinic in specialized hospital, and to explore the appropriate evaluation indicators, evaluation methods and the effective means to enhance the appointment service. Methods Extracting the reservation information of reservation 12 889 people and data of registered 181 447 people from July, 2015 to March, 2016 by means of HIS, comparing different departments’ appointing, traffic distribution and patients’ average waiting time. Results The appointment rate of general clinic is 7.24% and absenteeism reaches 25.90%. Making an appointment in examines was less than 1% of all appointments. Both reservation rate and effect between the various departments have obvious differences. Conclusion Baseline and objectives based on different departments’ previous data should be set to evaluate the reservation of every department; the characteristics of specialized hospital should be considered to promote appointment making in examines; and outpatient flow monitoring system could be introduced into the appointment management. |
| Key words: appointment service, general clinic, specialized hospital |
