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目的为满足初诊患者当日就诊的需求,实现科学分诊,进一步完善大型综合医院分层级医疗制度,提高初诊患者满意度。方法采用自行设计的《华西医院门诊患者就医情况调查问卷》对2012年3月1日-31日于四川大学华西医院门诊部就诊的1 106例初诊患者及2014年7月1日-31日门诊就诊的500例初诊患者进行问卷调查,收集其一般基本情况,候诊等候时间,满意度情况,采用χ2检验探讨设置初诊患者服务区前后患者候诊等候情况及满意度情况。结果设置初诊患者服务区前后问卷调查的门诊初诊患者在性别、年龄、文化程度分布上无统计学意义(P>0.05),具有可比性。初诊患者候诊等候时间在设置初诊患者服务区前后差异有统计学意义(χ2=118.93,P<0.001),其中2014年7月门诊初诊患者候诊等候时间≥60 min占较小比例,为28.0%。初诊患者满意度在设置初诊患者服务区前后差异有统计学意义(χ2=312.99,P<0.001),其中2014年7月门诊初诊患者满意度占较大比例,为98.0%。结论设立门诊初诊患者服务区,缩短患者候诊等候时间,初诊患者就诊满意率上升,故创新初诊门诊服务区之举可行,值得推广。
Objective To meet the needs of newly diagnosed patients on the day of treatment, to achieve scientific triage, to further improve the multi-level medical system in large general hospitals and to improve the satisfaction of newly diagnosed patients. Methods A total of 1 106 newly diagnosed patients attending the Outpatient Department of West China Hospital of Sichuan University from March 1 to March 31, 2012, and the Outpatient Clinic from July 1 to 31, 2014 were selected using the self-designed Questionnaire on Outpatient Medical Treatment in West China Hospital. A total of 500 newly diagnosed patients were investigated by questionnaire. The general situation, waiting time and satisfaction were collected. Chi-square test was used to investigate the waiting and satisfaction of patients before and after the service area was set up. Results There was no significant difference in the distribution of sex, age and educational level among newly diagnosed outpatients in the service area before and after setting up the first visit to the service area (P> 0.05). The waiting time of newly diagnosed patients was significantly different (χ2 = 118.93, P <0.001). The waiting time of newly diagnosed patients in outpatients was ≥60 min, accounting for 28.0% of the total. The satisfaction of newly diagnosed patients was statistically significant (χ2 = 312.99, P <0.001) before and after setting up the service area of newly diagnosed patients. Among them, the satisfaction rate of outpatients newly diagnosed in July 2014 accounted for 98.0%. Conclusions The establishment of outpatient service area to shorten the waiting time of patients and the satisfaction rate of newly diagnosed patients increases. Therefore, it is feasible to innovate new outpatient service areas and is worth promoting.