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目的了解入院中心患者咨询现状,以便更好地为预约入院的患者提供优质服务。方法收集2015年10月—12月,周一至周五的08:00—12:00和14:00—18:00在四川大学华西医院门诊就诊后,持入院证来入院中心办理了等候床位登记的所有患者。由2名入院中心工作人员记录患者的咨询问题,并进行整理分析。结果 2015年10月—12月在入院中心进行了等候床位登记的患者共53 592例,入院中心共接待患者咨询23 448人次,占等候床位患者的44%。2名工作人员平均接待患者28人次/h。患者咨询问题的高峰主要集中在周一、周二的10:00—11:00。患者咨询的问题依次为入院流程9 216人次(39%)、等候床位时间6 888人次(29%)、医疗保险相关问题3 000人次(13%)、院区功能位置1 680人次(7%)、信息核对与更改1 440人次(6%)、个人信息填写840人次(4%),其他384人次(2%)。结论通过对入院中心患者咨询现状的掌握,针对患者的需要进行服务改进,以提升入院中心的服务质量。
Objective To understand the status quo of patients in the admission center so as to provide better services for patients who have reserved for admission. Methods From October to December 2015, from 08:00 to 12:00 and from 14:00 to 18:00, Monday to Friday, after attending the outpatient department of West China Hospital of Sichuan University, they were admitted to the admission center for registration of waiting beds Of all patients. Two admission center staff record patient counseling issues, and organize the analysis. Results A total of 53 592 patients were enrolled in the admission centers for registration of beds in October-December 2015. There were 23 448 patients admitted to the admission centers, accounting for 44% of the patients waiting for beds. 2 staff average reception 28 patients / h. The peak of patient counseling is mainly on Monday and Tuesday from 10: 00-11: 00. Problem patient counseling were admission process 9216 people (39%), waiting bed time 6888 people (29%), health insurance issues related to 3000 people (13%), functional position School District 1680 people (7%) 1440 (6%) for information checking and alteration, 840 (4%) for personal information and 384 (2%) for others. Conclusions By improving the status quo of patient counseling in the admission center and improving the service according to the needs of the patients, the service quality of the admission center can be improved.