摘要
目的:分析医院自助医疗系统在提高门诊服务质量与患者就诊体验方面的效果。方法:采用随机数表法选取800例在医院门诊就诊的患者,按照门诊就诊方式的不同将其分为对照组和观察组,每组400例。对照组患者进入医院后经建卡、挂号及候诊等常规流程就诊;观察组患者应用自助医疗系统,通过线上挂号、门诊候诊及自助机缴费等流程就诊。采用自制满意度调查问卷调查两组患者对门诊就诊情况的满意度,对比分析两组患者门诊就诊各环节等候时间、患者投诉率以及医疗服务质量等指标。结果:观察组患者在挂号、就诊、检查、缴费及取药等环节的等候时间明显少于对照组,其差异有统计学意义(t=44.308,t=29.238,t=28.771,t=75.236,t=33.679;P<0.05);观察组患者对门诊就诊情况满意度高于对照组,投诉率低于对照组,其差异有统计学意义(x^2=24.507,x^2=31.858;P<0.05);观察组患者的预约就诊、处方质量、专家出诊、抗菌药以及电子病历等医疗服务质量指标完成率高于对照组,其差异有统计学意义(x^2=5.007,x^2=6.334,x^2=4.674,x^2=3.998,x^2=5.917;P<0.005)。结论:医院自助医疗系统的应用有助于提升门诊服务质量和患者就诊体验。
Objective:To analyze the effect of self-service medical system of hospital in improving the service quality of outpatient and experience of patient.Methods:800 patients who admitted to hospital in outpatient were randomly selected,and they were divided into control group and observation group according to the front and back of the application of self-service medical system,with 400 cases in each group.The patients of control group saw doctor by routine process included constructing card,registration and awaiting diagnosis,while patients of observation group saw doctor by self-service medical system included registration online,awaiting diagnosis in outpatients and paying the fee on self-service machine and other processes.The self-made satisfaction questionnaire was adopted to investigate the satisfaction degrees of two groups for the seeing doctors at outpatient,and the waiting time in each department of outpatient,the satisfaction of patients,the complaint rate of patients and the quality of medical service between two groups were compared and analyzed.Results:The awaiting time of registration,seeing doctor,examination,paying fee and getting the medicine of observation group were significantly shorter than these of control group(t=44.308,t=29.238,t=28.771,t=75.236,t=3.679,P<0.05).The satisfaction degree of observation group on the outpatient was significantly higher than that of control group,and the complaint rate of observation group was significantly lower than that of control group(x^2=24.507,x^2=31.858,P<0.05).And the achievement rates of medical service quality indicators included subscribing diagnosis,the quality of prescription,out-call of specialist,antibacterial and electric medical record of observation group were significantly higher than those of control group(x^2=5.007,x^2=6.334,x^2=4.674,x^2=3.998,x^2=5.917,P<0.005).Conclusion:The application of self-service medical system of hospital is helpful to improve the service quality of outpatient department and the experience of patients in hospital.
作者
胡晓兰
贾丹
吴玮
周鹏
HU Xiao-lan;JIA Dan;WU Wei(Outpatient Department,West China Hospital,Sichuan University,Chengdu 610041,China)
出处
《中国医学装备》
2020年第10期139-142,共4页
China Medical Equipment
关键词
医疗服务模式
自助服务系统
信息技术
门诊就医体验
Medical service mode
Self-service system
Information technique
Outpatient medical care
