摘要
目的研究三甲综合性医院运用门诊一站式自助服务机对于提高服务时间的效果,为门诊一站式自助服务机的广泛应用提供参考价值。方法我院自2011年9月起作为公立医院改革试点开始使用门诊一站式自助服务机,随机选取在改革前后均在我院门诊就诊过的500例患者进行问卷调查,统计分析自助服务机使用前后就诊时间、患者满意度,总结使用过程出现的问题以及解决方法。结果使用一站式自助服务机后,患者在挂号、候诊、付费以及总时间均明显少于使用前,差异有统计学意义(P<0.05);使用自助服务机后,挂号、候诊、就医、付费、检验、检查、取药7个方面的满意率均有所提高,但是挂号、候诊、就医、付费、取药方面组间比较差异有统计学意义(P<0.05);使用过程中出现的问题及时给予解决。结论门诊一站式自助服务机能够明显缩短门诊患者的就诊时间,提高患者的满意度,合理配置医院人力资源,规范化管理,有望成为各大综合医院基本配置系统。
Objective To study the effect of using outpatient onestepselfservicemachine to improve service time in 3Ageneral hospitals, and to provide reference value for widely application of this machine. Methods As a public hospital reform pilot since September 2011, our hospital had began to use outpatient onestepselfservicemachines. 500 patients on consultations in clinic of our hospital before and after reform were randomly selected, and questionnaires were conducted on them to statistically analyze the visit time and patient satisfaction before and after using selfservicemachines as well as summarizing the problems and solutions during usage. Results After using onestepselfservice machines, the time of registration, waiting, payment and the total time for patients were significantly less than before, and the differences were statistically significant (P<0.05). With self-service machines used, patient satisfaction rate increased in seven aspects, including registration, waiting, treatment,payment, testing, inspection and getting medicine, but the differences among registration, waiting,treatment, payment and getting medicine were of statistical significance (P<0.05). The problems occurred in using process were solved in time. Conclusion The onestopselfservicemachine could obviously shorten the outpatient visit time and improve patient satisfaction, which was expected to become a basic configuration in every major general hospital after making rational allocation of hospital human resource as well as standardized management.
作者
李钟仁
LI Zhong-ren(Department of Emergency Management,The Affiliated Ninth People’s Hospital of Shanghai Jiao Yong University School of Medicine, Shanghai 200011, China)
出处
《中国医疗设备》
2017年第3期146-149,共4页
China Medical Devices
关键词
门诊一站式
自助服务机
应用价值
服务时间
患者满意度
outpatient one-stop
self-service machine
application value
service time
patient satisfaction
