摘要
目的分析微信公众服务号一站式服务对门诊患者就诊等候时间及投诉发生率的影响。方法选取2020年10月至2021年7月商丘市第一人民医院1349例门诊患者作为研究对象。依照门诊就诊方式分为对照组(n=671)和观察组(n=678),对照组接受常规流程就诊,观察组接受微信公众服务号一站式服务流程就诊。比较两组患者的就诊等候时间(主要包括挂号时间、就诊时间、检查时间、缴费时间等)、投诉发生率、就诊满意度(主要包括就诊环境、服务流程、就诊秩序等)。结果与对照组对比,观察组患者挂号时间、就诊时间、检查时间、缴费时间均缩短(P<0.05);观察组患者投诉发生率(2.51%)较对照组(13.86%)低(P<0.05);观察组患者就诊环境、服务流程、就诊秩序满意度均较对照组高(P<0.05)。结论门诊患者接受微信公众服务号一站式服务,能缩短患者的就诊等候时间,减少投诉事件的发生,提高患者的就诊满意度。
Objective To analyze the influence of WeChat public service account one-stop service on outpatient waiting time and the incidence of complaints.Methods A total of 1349 outpatients in the First People’s Hospital of Shangqiu from October 2020 to July 2021 were selected as the research objects,and were divided into control group(n=671)and observation group(n=678)according to outpatient treatment methods.Patients in the control group received routine procedures for treatment,and patients in the observation group accepted the one-stop service process of the WeChat public service account.The waiting time(mainly including registration time,consultation time,examination time,payment time),incidence of complaints,and satisfaction of visit(mainly including medical environment,service process,and medical order)were compared between the two groups.Results Compared with the control group,the registration time,consultation time,examination time and payment time in the observation group were shorter(P<0.05).The incidence of complaints in the observation group(2.51%)was lower than that in the control group(13.86%)(P<0.05).The satisfaction with the medical environment,service process and medical order were higher than those in the control group(P<0.05).Conclusion The one-stop service of WeChat public service account for outpatients can significantly shorten the waiting time,reduce complaints and improve the satisfaction of visit.
作者
王艳珂
李玉巧
郭凯
WANG Yanke;LI Yuqiao;GUO Kai(Office of Outpatient Department,the First People’s Hospital of Shangqiu,Shangqiu 476100,China)
出处
《河南医学研究》
CAS
2022年第11期1988-1991,共4页
Henan Medical Research
关键词
微信公众服务号
一站式服务
门诊
就诊等候时间
投诉
WeChat public service account
one-stop service
outpatient service
waiting time for medical treatment
complaint
