门诊实名制预约挂号实践与对策探究.pdfVIP

论  著 • 原始研究 中国循证医学杂志2009, 9(10): 1055 ～1059 门诊实名制预约挂号实践与对策初探 刘  姿  邱  访  任小丹  唐泽华  康淑群  张秀兰  刘  红 四川大学华西医院门诊科（成都 610041 ） 摘要  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 2 244 名门诊病人及其家属进行自填式问卷调查。结 果 发放问卷 2 244 份，收回问卷 2 244 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。 关键词 医院管理；门诊实名制预约挂号；实践；对策 The Countermeasure and Practice of Outpatient Real-name Registration System LIU Zi, QIU Fang, REN Xiao-dan, TANG Zhe-hua, KANG Shu-qun, ZHANG Xiu-lan, LIU Hong The Out-patient Department of West China Hospital, Sichuan University, Chengdu 610041, China Abstract 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 filled in the questionnaire by themselves. Results Firstly, real-name registration system in West China Hospital made major contribution to alleviate the difficulties of registration and medical treatment. It achieved a major breakthrough and created a good social benefit. Secondly, patients the most favourite way of registration was by phone. They were satisfied 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, refine service and do scientific management at