钱彦 姜丽娜 周玉兰
[摘要] 目的 分析網络预约挂号率为门诊患者就医满意度的影响。方法 选取2017年8月—2018年9月期间收治1 864例门诊患者进行研究,根据挂号方式将其分为网络预约挂号组(n=919)与窗口缴费挂号组(n=945),发放问卷调查表,对两组门诊患者就医满意度进行评价。结果 网络预约挂号组挂号流程、就诊体验、就诊环境、医患关系各项满意度评分与窗口缴费挂号组相比,相对更高,差异有统计学意义(P<0.05);网络预约挂号组患者对就诊满意度为98.04%,与窗口缴费挂号组95.24%相比,相对更高,差异有统计学意义(P<0.05);网络预约挂号组候诊时间为(23.65±1.98)min,与窗口缴费挂号组相比(61.53±5.24)min,相对更短,差异有统计学意义(P<0.05);网络预约挂号组医患纠纷发生率为0.22%,与窗口缴费挂号组1.38%相比更低,差异有统计学意义(P<0.05)。结论 与传统窗口缴费挂号方式相比,网络预约挂号可缓解窗口压力,缩短患者候诊时间,减少医患纠纷事件,还可提高患者对就诊的满意度。
[关键词] 网络预约挂号;门诊患者;就医满意度;候诊时间;窗口缴费挂号
[中图分类号] R19 [文献标识码] A [文章编号] 1672-5654(2020)08(c)-0091-03
The Effect of Online Appointment Registration Rate on the Satisfaction of Outpatients
QIAN Yan, JIANG Li-na, ZHOU Yu-lan
Comprehensive Medical Service Department, Longhua District Central Hospital, Shenzhen, Guangdong Province, 518110 China
[Abstract] Objective To analyze the effect of online appointment registration rate on the satisfaction of outpatients. Methods Selected 1 864 outpatients from August 2017 to September 2018 for research. According to the registration method, they were divided into online appointment registration group (n=919) and window payment registration group (n=945), and questionnaires were issued to evaluate the satisfaction of two groups of outpatients. Results The satisfaction scores of registration process, medical experience, medical environment, and doctor-patient relationship of the online appointment registration group were relatively higher than those of the window payment registration group, and the difference was statistically significant(P<0.05); the online appointment registration group of the patients satisfaction with medical treatment was 98.04%, which was relatively higher than 95.24% in the window payment registration group, and the difference was statistically significant(P<0.05); the waiting time of the online appointment registration group was (23.65±1.98)min, which was compared with the window payment registration group (61.53±5.24)min, relatively shorter and the difference was statistically significant(P<0.05); the incidence of medical disputes in the online appointment registration group was 0.22%, which was lower than that of the window payment registration group 1.38%, and the difference was statistically significant(P<0.05). Conclusion Compared with traditional window payment registration methods, online appointment registration can relieve window pressure, shorten patient waiting time, reduce doctor-patient disputes, and improve patient satisfaction with medical treatment.
患者的就医满意度可直接影响医院医疗服务质量及水平,网络预约挂号时通过选择自己合适的时间进行就诊可使患者有更多时间在家休息或安排自己的事,根据挂号选择的时间段入院就诊,可使医院就诊量均匀流动,缩短患者在门诊嘈杂环境的等待时间,利于改善就诊环境,使患者以最佳心理状态接受诊治[9-10]。外地患者通过网络预约可有效解决看病难的问题,利于提升就医效率,减轻患者往返经济负担,提升满意度[11-12]。该次研究结果显示,网络预约挂号组患者对就诊满意度为98.04%,与窗口缴费挂号组95.24%相比,相对更高(P<0.05),网络预约挂号组候诊时间为(23.65±1.98)min,与窗口缴费挂号组相比(61.53±5.24)min,相对更短。提示网络预约挂号可有效缩短患者候诊时间,提升就医满意度。
综上所述,与传统窗口缴费挂号方式相比,网络预约挂号可缓解窗口压力,缩短患者候诊时间,减少医患纠纷事件,还可提高患者对就诊的满意度。
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(收稿日期:2020-05-08)
[作者简介] 钱彦(1982-),女,本科,主管护师,研究方向:护理。