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目的分析患者退号原因并制定具有针对性的措施。方法以2012年5月1日至2012年5月31日之间患者退号为样本进行统计分析,描述患者退号的主要原因。结果共获得3402份样本,占当月门诊工作量的2.5%。其中:就诊科室错误(31.94%)、临时变更(25.19%)和等候时间较长(17.53%)是患者退号的主要原因。结论医疗服务机构能够在较好控制成本的前提下减少患者退号,以推广预约诊疗服务、增加自助服务设备、提高医生工作弹性等措施增强服务能力。
Objective To analyze the reason of patients’ return number and make targeted measures. Methods The patients’ return numbers from May 1, 2012 to May 31, 2012 were used as a sample for statistical analysis to describe the main reasons for the patient’s number return. Results A total of 3402 samples were obtained, accounting for 2.5% of the workload of the month. Among them, the error of visiting department (31.94%), temporary change (25.19%) and longer wait time (17.53%) were the main reason of patients’ Conclusion The medical service agencies can reduce the number of patient backstroke under the precondition of better cost control so as to enhance the service ability by promoting the appointment of medical service, increasing self-service equipment and improving the flexibility of doctors.