文章摘要
顾 磊,张竹繁.基于病患就诊行为的医院预约挂号系统评价研究[J].南京医科大学学报(社会科学版),2015,(6):460~463
基于病患就诊行为的医院预约挂号系统评价研究
The hospital appointment registration system optimization research based on the behavior of patients with treatment
投稿时间:2015-06-15  
DOI:10.7655/NYDXBSS20150611
中文关键词: 就诊行为  预约挂号  系统优化
英文关键词: medical behavior  make appointments  system optimization
基金项目:
作者单位
顾 磊 南京医科大学公共卫生学院,江苏 南京 211166
南京医科大学附属常州第二人民医院门诊办公室,江苏 常州 213000 
张竹繁 南京医科大学公共卫生学院,江苏 南京 211166 
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中文摘要:
      目的:在对患者就诊习惯前期调查的基础上,对常州市某三甲医院预约挂号系统的实现进行说明和评价,并对预约服务在系统整合中的提升空间做出分析,从而实现更好地为病患服务的目的?方法:采用随机抽样对江苏省常州市某三甲医院2 510例门诊患者开展预约挂号服务质量的问卷调查?结果:通过对门诊患者预约?就诊情况的分析,预约挂号系统在一定程度上解决了挂号难的问题,在实现患者挂号?退号?换号?预约挂号等需求上取得了一定效果,但仍存在患者未能有效分流,同时号源存在浪费现象等实际问题?结论:应加强预约挂号系统各页面的宣传力度以及开发提醒功能,并在服务站?预约网站配备相关专业人员进行答疑解惑,同时设置爽约黑名单系统以及门诊医生(专家)提示系统,尝试开展个性化预约服务?
英文摘要:
      Objective: The purpose of this study is to appraise the implementation of appointment registration system of a certain 3A grade Hospital in Changzhou based on the preliminary investigation on the habits of patients, and make analysis of system according to the promotion space to achieve the purpose of better service to the patients. Methods: We used random sampling questionnaire and carried out appointment registration service quality of the 2 510 outpatients from a certain 3A grade Hospital in Changzhou, Jiangsu province. Results: Through the analysis of outpatient appointments, the appointment registration system had solved the difficult problem of registration to a certain extent, and achieved certain results in the realization of patient registration, withdrawing registration, change of registration, appointment registration requirements. However, it still failed to effective shunt, the waste of number source and other problems still existed. Conclusion: We should strengthen the propaganda of appointment registration and the development of alerts. Service stations should be equipped with the relevant professional personnel to answer questions. Meanwhile, we should set the blacklist system and outpatient doctor (expert) prompt system, and try to carry out the personalized service.
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