某医院门诊医患双方对预约挂号需求的调查研究

目的:了解某医院医患双方对于门诊服务中各环节的满意程度和预约挂号的需求和偏好,为促进医院预约挂号服务提出建议。方法:利用自设问卷收集资料,现场调查1000名门诊就诊患者、200名出诊医生对于门诊服务各环节满意程度和对于预约挂号的需求和偏好。结果:患者对于候诊时间与等待时间有关的服务环节满意度较低,医生对门诊服务流程满意度也较低;医患双方对医院现行预约挂号服务总体比较满意,但仅有35%的受访患者使用过预约挂号服务,54%的患者使用现场预约方式;不同的年龄、职业和文化程度的患者对挂号方式的偏好并不完全一致,对时间成本比较敏感的职业和年龄群体更倾向于能自主选择就诊时段的分时段预约挂号方式;超过90%的医生认为有必要提供各种形式的专家门诊预约挂号;仅57%的医生认为有必要在普通门诊开展复诊预约挂号。结论:候诊时间长已成为影响门诊服务满意度的重要因素,应采取措施继续提高预约挂号比例,预约挂号模式还需进一步探索和完善。

Investigation on demand of appointment registration for both doctors and patients in a hospital

Objectives: To learn the satisfaction rate on outpatient service process,the demand and preference of appointment registration for both doctors and patients and to give recommendations on promoting appointment registration service.Methods: Questionnaire was designed by the research team.1000 patient visiting in outpatient department and 200 doctors were received the investigation.The questionnaire was focused on satisfaction rate of outpatient service process,the demand and preference of appointment registration.Results: Waiting time and waiting related service got lower satisfaction in patients,and doctor also was not satisfied with the outpatient service process.Both doctors and patients were generally satisfied with the appointment registration mode,but there only 35% of the investigated patient has the experience of appointment registration and 54% of them have no experience.The preference of registration mode is different among different age,occupation and education group.Those who sensitive in time cost more prefer on appointment mode.More than 90% of the investigated doctors thought it is necessary to provide expert appointment registration and only 57% of doctors thought it is necessary to provide appointment registration for those return visit.Conclusions: Long waiting time has been an important factors influencing outpatient service satisfaction.Appointment registration should be promoted and improved.