CAJ | 학술논문

目的研究某三级甲等医院预约诊疗服务体系，为优化预约就诊流程和服务内容提供依据。方法统计2010年1月-2012年12月通过电话预约、现场预约、诊间预约、网络预约和118114电话预约的患者人数，并对预约就诊人数及患者满意度进行对比分析。结果2010年1月－2012年12月门诊就诊人数平均增长23．61％，预约率平均增长93．49％，患者满意度较2009年增长8．2％，差异具有统计学意义（P＜0．05）。结论建立门诊预约诊疗体系对优化门诊就诊流程、提高门诊工作效率、缩短患者非医疗等候时间发挥重要作用。门诊预约服务的发展依赖于医患双方行为的转变，形成良性就医行为。
목적연구모삼급갑등의원예약진료복무체계，위우화예약취진류정화복무내용제공의거。방법통계2010년1월-2012년12월통과전화예약、현장예약、진간예약、망락예약화118114전화예약적환자인수，병대예약취진인수급환자만의도진행대비분석。결과2010년1월－2012년12월문진취진인수평균증장23．61％，예약솔평균증장93．49％，환자만의도교2009년증장8．2％，차이구유통계학의의（P＜0．05）。결론건립문진예약진료체계대우화문진취진류정、제고문진공작효솔、축단환자비의료등후시간발휘중요작용。문진예약복무적발전의뢰우의환쌍방행위적전변，형성량성취의행위。
Objcetive To provide the basis for the optimization of appointment service process and service content by the Study of a three level of first-class hospital clinic appointment serv-ice system .Methods The number of patients and patients satisfaction were analyzed through the telephone booking ,reservation ,booking site diagnosis ,network telephone booking ap-pointments and 118 114 from 2010 January to 2012 December .Results The number of outpa-tient visits averagely growth was 23 .61% ,reservation rate of average growth 93 .49% .The satisfaction of patients growth was 8 .2% compared with that in 2009 ,the difference was sta-tistically significant (P <0 .05) .Conclusion Establishment of appointment system of play an important role in the optimization of outpatient service process ,improve work efficiency , shorten the clinic patients with non medical waiting time .The development of outpatient serv-ice depends on the transformation of t both doctors and patients behavior ,wich make the for-mation of benign behavior .