CAJ | 학술논문

目的：统计急诊患者退号率，分析退号原因，提出改进措施。方法采用自行设计的急诊退号调查表，对2012年5月~12月急诊退号量及原因进行分析。结果2012年5月~12月急诊平均退号率是9.03%，退号原因分别为：患者自主换号、患者或家属提供信息错误、医疗项目提供不足、患者主观意愿退号、候诊时间过长、患者自改费别、挂号员分诊及操作不当、医保开药受限和网络故障。结论将急诊退号纳入门诊日常管理，实行动态监管机制，不仅能提高门诊服务质量，也可发现和解决门诊管理中存在的深层次缺陷。
목적：통계급진환자퇴호솔，분석퇴호원인，제출개진조시。방법채용자행설계적급진퇴호조사표，대2012년5월~12월급진퇴호량급원인진행분석。결과2012년5월~12월급진평균퇴호솔시9.03%，퇴호원인분별위：환자자주환호、환자혹가속제공신식착오、의료항목제공불족、환자주관의원퇴호、후진시간과장、환자자개비별、괘호원분진급조작불당、의보개약수한화망락고장。결론장급진퇴호납입문진일상관리，실행동태감관궤제，불부능제고문진복무질량，야가발현화해결문진관리중존재적심층차결함。
Objective To analyze and figure out the reasons on parents’registration withdrawal at the emergency room in order to improve the service. Methods Adopting the self-designed registration withdrawal investigation form, an analysis was conducted on the data collected in between May and December in 2012. Results The withdrawal in average in the period was 9.03%. The reasons included exchanging the ticket number with each other on their own, incorrect information finished by patients themselves or their respective families, insufficient service range, withdrawal by patients’themselves, long waiting, unauthorized modification on the cost categories, incorrect process conducted by the receptionists, limit on patients’health care program, as well as insufficient website support. Conclusion Dynamic supervision and management is highly suggested in order not only to improve the service quality at outpatient clinics but also locate problems and issues instantly and provide solutions for them.