摘要
目的分析新开医院爽约患者特征及原因,提出改进对策,提高预约就诊率,提高门诊管理水平,减少医疗资源浪费。方法通过院内信息系统分析2020年度患者爽约人群信息,并通过SPSS 22.0软件及χ^(2)检验对爽约患者的地域、职业、年龄、预约科室、号别、预约渠道进行分析统计。同时随机抽取370人患者进行电话回访和爽约原因分析。结果2020年共预约164248人次,其中爽约人数为5324人次,爽约率为3.24%。患者的地域、职业、年龄、预约科室、号别、预约渠道之间爽约率差异有统计学意义(P<0.05)。电话问卷调查显示爽约的人群主要为在市区的上班族。结论新开医院应不断提高门诊预约服务和管理水平,丰富和优化预约流程,提高门诊预约就诊率,为新开医院业务量的快速增长提供保障。
Objective To analyze the characteristics and reasons of patients who stood up for appointments in new hospitals,and put forward improvement measures to improve the appointment rate,improve the outpatient management level and reduce the waste of medical resources.Methods In-hospital information system was used to analyze the information of patients who stood up for appointments in 2020,and SPSS 22.0 software and X-test were used to analyze and count the regions,occupations,ages,booking departments,numbers and booking channels of patients who stood up for appointments.At the same time,370 patients were randomly selected for telephone return visit and analysis of the reasons for breaking the appointment.Results From January 1 to December 31,2020,a total of 164,248 appointments were made,which was about 5,324,and the rate of keeping appointments was 3.24%.There were significant differences in the rate of keeping promises among patients’regions,occupations,ages,booking departments,numbers and booking channels.The results of telephone call back show that the people who stood up for the appointment were mainly office workers in urban areas.Conclusion New hospitals should continuously improve the outpatient appointment service and management level,enrich and optimize the appointment process,and improve the outpatient appointment rate,so as to provide guarantee for the rapid growth of business volume of newly-opened hospitals.
作者
孙文
SUN Wen(School of management,Shanghai University of Technology,Shanghai 20000)
出处
《智慧健康》
2022年第4期148-150,156,共4页
Smart Healthcare
关键词
新开医院
预约
爽约率
门诊
New hospital
Appointment
Break rate
Outpatient department
