门诊实名制预约挂号实践与对策初探

目的了解门诊病人对实名制预约挂号的评价和需求；探索缓解病人挂号难看病难的对策。方法采用自行设计《华西医院门诊预约挂号调查问卷》对华西医院2244名门诊病人及其家属进行自填式问卷调查：结果发放问卷2244份，收回问卷2244份，回收率100％。①华西医院实行实名制预约挂号在解决病人挂号难，看病难问题上取得了重大突破，产生了很好的社会效益；②在多渠道预约挂号形式中，病人最喜欢电话预约挂号，对社会电信114平台服务非常满意；③预约挂号量逐年上升，当日挂号量逐年下降。结论①以病人需求为导向，不断创新门诊实名制预约挂号形式，推行门诊精细化服务、科学化管理是我国医疗领域一次历史性变革。②应加强门诊预约挂号号源跟踪，分析失约原因，及时采取措施，降低预约挂号失约率，进一步完善预约挂号系统。③应加强门诊医生出诊计划管理和诚信服务教育，提高医生履约率，保护病人利益：④应进一步开展门诊预约挂号科学化研究，建立健全现代医院门诊医疗服务模式。

The Countermeasure and Practice of outpatient Real-name Registration System

Objective To understand the outpatients,evaluation and demands of the real-name registration system.To implement the new medical reform program deeply.Methods We used the questionnaire named registration questionnaire of West China Hospital designed by ourselves to survey the outpatients and their family members and were lled in the questionnaire by themselves.Results Firstly,real-name registration system in West China Hospital made major contribution to alleviate the di culties of registration and medical treatment.It achieved a major breakthrough and created a good social bene t.Secondly,patients the most favourite way of registration was by phone.They were satis ed with the platform of the social welfare services very much.Thirdly,the number of appointment registration arrived year by year,while the number of the day registration fell year by year.Conclusion Firstly,we innovate the form of the real-name registration system,re ne service and do scientific management at the needs of the patient-oriented.Secondly,we strengthen the track of the failure of appointment registration and analyze the causes.We should take measures timely to reduce the rate of the event and improve the real-name registration system.Thirdly,we strengthen the management of the out-patient doctor visiting program and credit services,to improve medical compliance rate and protect the interests of the patients.Fourthly,we explore a scientific research of out-patient real-name registration system to establish a modern hospital out-patient services model.