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目的调查分析心理咨询患者爽约的原因,提出减少爽约的对策并实施,以最大限度地利用医院目前有限的心理咨询医疗资源。方法采用自行设计的《心理咨询爽约患者就诊服务调查问卷》,对2012年7月-2013年7月1 434例爽约的心理咨询患者采用随机抽样的方法,对其中500例患者进行自填式问卷调查和电话询问,分析其爽约主要原因。根据分析结果,制定相应的干预措施。结果共收回480份有效问卷。因为时间问题而爽约的患者占绝大多数,是心理咨询患者爽约的主要原因,其中由于具体就诊时间不明而爽约的患者占41.9%,取号时间错过达到22.5%,遗忘就诊时间占18.5%。结论实施预约平台完善短信提示内容、挂号取号处发放就诊时间表、电话提醒次日就诊患者、规范专家出诊等干预措施,能有效地减少心理咨询患者爽约率,合理利用医疗资源。
Objective To investigate and analyze the causes of psychological counseling patients’ coercion, and to propose countermeasures to reduce their coercion and implement them so as to make full use of the hospital’s current limited psychological counseling medical resources. Methods A self-designed Questionnaire for Psychological Counseling Outpatient Care Service was conducted. A random sample of 1 434 psychological counseling patients from July 2012 to July 2013 was selected. Among them, 500 were self-administered questionnaires Inquiries and telephone inquiries, analysis of the main reason for its covenant. According to the analysis results, formulate the corresponding interventions. A total of 480 valid questionnaires were returned. Because of the time problem and the vast majority of patients who dismissed, psychological consultation is the main reason for patients with cooldown, which due to the specific treatment time is unclear and about 41.9% of patients, taking the time missed to 22.5%, forgotten treatment time accounted for 18.5%. Conclusion The implementation of reservation platform to improve the content of SMS tips, registration number issued at the treatment timetable, call the patient on the next day to remind the standardization of experts and other interventions, which can effectively reduce the psychological consultation rate of patients with disabilities and rational use of medical resources.