门诊患者退换号原因及对策

目的：探讨门诊患者退换号的原因、影响及对策。方法：分析一个月内所有退换号的门诊患者260人次。结果：同期门诊量27100人次，平均退换号1％左右，而退换号前5位原因分别是，对服务态度不满58人次，占22．3I％；对质量不满50人次，占19．23％；对流程不满45人次，占17．31％；对候诊时间不满37人次，占14．23％；对医院环境及设施不满24人次，占9．23％。结论：退换号对患者、医院和社会均造成一定的负面影响，应针对这一现象，建立门急诊患者退换号管理制度，建立门诊独特的服务和诊疗体系，加强质量培训，进行缩短患者等候时间的专项整治等，以解决患者看病难、看病贵的问题。

Investigation on Reasons and Countermeasures of Canceling and Exchanging Registration in Outpatient Department

Objective:To investigate reasons and impacts and countermeasures of canceling and exchanging registra- tion phenomena in outpatient department.Methods:A sampling survey was conducted in 260 person-time outpa- tients who had cancelled and exchange registrations in one month.Results:Outpatients who had cancelled and ex- change the registrations accounted 1% of 27100 outpatients in the same period.There were 5 major reasons:58 person-time outpatients(22.31%)were unsatisfied with the service attitudes,50(19.23%)with the service quality,45(17.31%)and 37(14.23%)people complained about the service processes and long waiting time re- spectively,while 24(9.23%)were dissatisfied with the environment and facilities of the hospital.Conclusions: Canceling and exchanging registration would bring negative influences to patients,hospital and society,so in outpa- tient department the management mechanism should be established to supervise it,meanwhile,quality training and process rebuilding should be carried out.