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目的为全面了解门诊患者对预约诊疗服务的认知、需求、评价,广泛听取患者的意见,打造全方位预约服务品牌。方法通过发放调查问卷以及电话“一对一”调查,对预约挂号患者预约情况进行分析评价。结果就诊形式、年龄、文化程度、职业状况、居住地等均为影响知晓率的因素,通过预约诊疗服务的推进,预约挂号整体满意率为96.01%。结论进一步规范、有序地推广预约诊疗服务工作,改善医院服务流程,提升患者满意度,加强推进预约诊疗服务品牌建设。
The purpose is to fully understand the outpatient services for the appointment of cognitive recognition, needs, evaluation, to listen to the opinions of patients, to create a full range of service brands. Methods By issuing questionnaires and telephone “one to one” survey, we make an analysis and appraisal on the appointment of registered patients. Results The form of attendance, age, educational level, occupational status and place of residence all influenced the awareness rate. The overall satisfaction rate of registered appointment was 96.01% through advance booking service. Conclusions To further standardize and orderly promote the appointment of medical services, improve hospital service processes, enhance patient satisfaction, and enhance the brand building of advance booking service.