医院外科门诊退换号成因及改进措施

摘要

ObjectiveTo explore the cause of cancelling and exchanging registration in surgery outpaient in class Ⅲ comprehensive hospitals and put forward the improvement measures to provide reference to lower the rate of cancelling and exchanging registration.Methods The number of cancelling and exchanging registration in surgery outpatient from December 2nd to 29th in 2013 was retrospectively analyzed,which was compared with the number of the whole hospital during the same period.The reasons of patients' cancelling and exchanging registration were manually coded,and the top 12 reasons were separately collected.The causes were investigated and researched to analyze its shortness and put forward countermeasures.Results The rate of cancelling and exchanging registration in surgery outpatient was 10.1%.The first reason was long time waiting to see the doctor,which accounted for 18.2%.The second reason was the registration error and change of experts,which accounted for 16.2% and 15.6% respectively.It's relatively high compared with 6.9% cancelling and exchanging registration of the whole hospital.Conclusion The hospital should establish standard management system of cancelling and exchange registration,strengthen the multi management training of registration personnel,precheck and triage personnel and the outpatient doctors, and improve the quality of surgical outpatient medical service.%目的：探讨三级综合医院外科门诊退换号的成因，提出改进措施，为三级综合医院降低退换号率提供借鉴。方法回顾分析外科门诊2013年12月2～29日的退换号量，对比同期全院门诊退换号总量，对患者退换号原因进行手工编码，分别统计前12位的原因，并对退换号的原因进行调查研究，分析不足之处并实施对策。结果外科门诊退换号率为10.1%，造成退换号的首位原因是候诊时间长，占18.2%；其次是挂号人员失误和改换专家号，分别占全部就诊原因的16.2%和15.6%，对比全院同期门诊退换号总量6.9%相对较高。结论医院应建立规范的退换号管理制度，加强挂号人员、预检分诊人员及出诊医生的多方管理培训，提高外科门诊医疗服务质量。