门诊预约挂号难点与对策分析.pdfVIP

Practice and Communication Chin J Evid-based Med 2011, 11(2): 234-236 门诊预约挂号难点与对策分析 姜贤飞 谢 娟* 四川大学华西医院（成都 610041 ） 摘要 通过对各地开展预约挂号服务实施情况的回顾，分析了医疗机构实施预约挂号所面临的难点：缺乏好 的预约服务平台，专家按时出诊率低、患者爽约率高以及挂号信息不透明导致新的不公平。进而提出解决预约挂 号中难点的对策：充分利用社会资源、优势集成、合作共享，加强监管提升医生出诊率、创新模式降低患者爽约 率，信息公开、保证预约挂号公平及公正。 关键字 预约挂号；医疗资源；医院管理 Problems and Strategies Analysis of the Outpatient Appointment Services JIANG Xian-fei, XIE Juan* West China Hospital, Sichuan University, Chengdu 610041, China Abstract h rough reviewing the implementation of outpatient appointment services around the whole country, the problems of current outpatient appointment services were analyzed, which included imperfect information platform, low rate of medical experts’ visit on schedule, high rate of breaking the appointment by outpatients, and the new inequity caused by opaque information on the outpatient appointment service. The strategies were put forward to address the problems, including the integration of dif erent social resources, cooperation and sharing, enhancing supervision to in- crease experts’ visit rate, establishing a new model for outpatient appointment service to decrease the breaking of appoint- ment, and opening information to ensure the fair and impartial appointment. Key words Outpatient appointment service; Medical resource; Hospital management 当前，“看病难”的现象普遍存在，究其根源， 预约挂号爽约率竟高达 20.6% ，严重影响了医院的 在于国内大型综合性医院普遍承受着门诊人流量 正常诊疗秩序。那么，预约挂号这一旨在解决门诊 [5] 的措施，如何才能在实践中取 过大的压力，应对措施又尚欠完善，门诊运营效率 “三长一短”问题 低下 [1]。在优质医疗服务资源稀缺的现实背景下， 得良好的效果，真正为解决老百姓 “看病难”发挥积 预约挂号服务的开展为患者提供了一种公平、合理 极的作用。 利用优质医疗服务资源的模式。通过预约挂号服务 1 门诊预约挂号实施难点分析 的开展，还能缩短患者候诊时间 [2] ，提升患者满意 度。2010 年 2 月 1 日，卫生部发布了《