门急诊退号原因分析与改进

摘要

The status and causes of registration withdrawal in Outpatient and Emergency Department were analyzed,and countermeasures were provided from five elements composing the patient loyalty which included service quality,service effect,customer relationship maintenance,brand strategy,continues improvement of subjective experience and value-added feelings.The proportion of registration withdrawal decreased from 8.3 ％ to 5.9 ％ after the implementation (P＜0.05).The improvement of quality in Outpatient and Emergency Department and the establishment of patient loyalty could significantly decrease registration withdrawal.%分析门急诊退号现状及原因,从构成患者忠诚度的服务质量、服务效果、客户关系维护、品牌战略、持续地良性主观体验和增值感受等5个方面,制定门急诊退号相应控制措施.实施后,退号占比由实施前的8.3％下降至5.9％(P＜0.05).提高门急诊服务质量,形成患者忠诚,能够显著降低退号量.