我院门诊预约挂号服务满意度现状调查与对策研究

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1、我院门诊预约挂号服务满意度现状调查与对策研究4—.婿吉爱军賊李苏平江苏省肿瘤医院门诊部江苏省肿瘤医院流行病室摘要：R的：Y解三级肿瘤专科医院门诊预约挂号服务满意度情况。方法:随机抽取门诊200名预约挂号患者，发放自行设计的患者预约挂号满意度调斉表。结果:近五年预约挂号比例逐年提高，医院宣传为患者获知预约挂号的主耍途径，患者对预约挂号流程了解程度一般，网络和微信两种预约挂号方式有明显的年轻化趋势，患者实际取号等候时间达不到患者预期要求，患者对预约挂号的成功率满意度较高，对预约挂号流程的指导满意度较低。结论:患者对预约挂号服务总体满意程度一般，针对调奔中反映的

2、问题，今后根据患者需求不断丰富预约模式，加大预约挂号宣传力度，结合患者年龄差异化特点增强预约指导针对性，加强服务H常监督，不断提高患者对预约挂号服务的满意度。关键词：预约挂号;服务;艇门诊;收稿日期：2017-05-10ToSurveyandResearchoftheDegreeofAppointmentRegistrationServiceSatisfactionofOutpatientsinCancerHospitalChenJuanJiAijunSunChengLiSupingOutpatientDepartmentofJiangsuCancerHo

3、spital;EpidemicDepartmentofJiangsuCancerHospital;Abstract：Objective:toinvestigateappointmentregistrationservicesatisfactionofoutpatientsinthecancerhospital.Methods:200outpatientpatientswhohadmadetheappointmentwereselectedrandomly,andmadetheappointmentsatisfactionquestionnairewhich

4、designedbythehospitalstaffs.Results:Nearlyfiveyearstheproportionofappointmentregistrationincreasedyearbyyearinthehospital.Thepropagandawasthemainwayforpatientstoknowtheappointmentregistration.Patientscouldunderstoodthebasicworkprocessofappointmentregistrationgenerally.Therewereobv

5、iouslyyoungertrendofmakingtheappointmentintwowaysofnetworkandweehat.Theactualwaitingtimetogettheregisteredcouldnotmettheexpecteddemandofpatients.Thepatientshadahighersatisfactiondegreeofsuccessrateinappointmentregistrationandhadalowersatisfactionintheguidanceofappointmentregistrat

6、ion.Conclusion:Thepatientshadthebasicsatisfactionoftheregisteredappointmentasawhole-Inthefuture,weshouldenrichthemodeofappointment,intensifythefurtherpropaganda,strengthendirectappointmentinstructioncombinedwithpatients’agedifferentiation,strengthenservicesupervisionandimprovepati

7、ents’satisfactionconstantly.Keyword：AppointmentRegistration;Service;Satisfaction;Outpatients;Received：2017-05-10目前，预约诊疗服务己成为医院以患者为中心的重要医疗服务改革举措之一。全面实行预约诊疗服务工作，有利于患者提前安排就医计划、减少候诊时间，也有利于医院提升管理水平，提高工作效率和医疗质量，降低安全风险m。我院门诊工作特点为病种单一、门诊量相对综合医院较少，有明显季节性及时间性。根据这一特点，按照国家卫计委《关于在公立医院施行预约诊疗服务工

8、作的意见》要求，我院门诊开展多种形式的预约挂号服务，方便患者就医。