文章摘要
吉爱军.基于RSR法的某专科医院门诊服务影响因素调查分析[J].南京医科大学学报,2013,(1):50~52
基于RSR法的某专科医院门诊服务影响因素调查分析
Investigation and analysis of outpatient service influence factors of specialist hospital by RSR method
投稿时间:2012-08-28  
DOI:10.7655/NYDXBSS20130113
中文关键词: 门诊服务  影响因素  秩和比法
英文关键词: outpatient service  influence factors  RSR method
基金项目:
作者单位
吉爱军 南京医科大学附属江苏省肿瘤医院门诊部,江苏 南京 210009 
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中文摘要:
      目的:调查和分析专科医院门诊服务影响因素?方法:采用自制《门诊服务情况调查表》,随机对200名门诊就诊患者进行现场调查,对调查结果应用秩和比法(RSR 法)进行分析?结果:来院就医交通情况?等候检查/检验结果时间两项内容评价等级为“差”,等候检查/检验时间?预约挂号情况?药房人员服务?重要诊疗事项告知情况?交费等候时间?挂号收费人员服务六项内容评价等级为“中”,一站式服务台服务?门诊医生安排?门诊科室设置与布局?门诊导医标识?门诊健康宣传?挂号等候时间?门诊医生服务七项内容评价等级为“良”,等候取药时间?
英文摘要:
      Objective:To investigate and analyze outpatient service influence factors of specialist hospital. Methods:Outpatient service influence factors questionnaire was used to investigate 200 outpatients at random. The data was analyzed by RSR method. Results:Two evaluations were “poor” in terms of traffic conditions of coming to our hospital and waiting for the result of examination. Six evaluations were “medium” in terms of waiting for examination,service of registration and charge,service of pharmacy staff,telling of the important items,waiting for paying and appointment of registration. Seven evaluations were “good” in terms of one-stop service of service station,arrangement of outpatient doctor,layout of outpatient,the direction marks, health promotion,waiting for registration and service of outpatient doctor. Waiting for taking medicine,service of outpatient nurse and environment of outpatient are “excellent”. Conclusion:According to cancer patients’ characteristic,these influence factors should be explored in depth to carry better measures to improve service and meet the demand of outpatients’ diagnosis and treatment.
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