优化患者需求为主导的口腔门诊服务流程

上海口腔医学 ›› 2013, Vol. 22 ›› Issue (3): 354-357.

优化患者需求为主导的口腔门诊服务流程

戴星，吴正一，杜勤，周永梅

(上海交通大学医学院附属第九人民医院，上海 200011)

收稿日期:2013-02-02 修回日期:2013-03-28 出版日期:2013-06-10 发布日期:2013-06-10
通讯作者: 吴正一，E-mail:wuzhengyi123@126.com
作者简介:戴星(1976-)，男，公共管理硕士，主治医师，E-mail：daixing@gmail.com
基金资助:
上海交通大学医学院人文社会科学创新研究培育项目(2012018)

Optimize the service flow of stomatological department to accommodate outpatient’s demands

DAI Xing, WU Zheng-yi, DU Qin, ZHOU Yong-mei

Ninth People’s Hospital, Shanghai Jiao Tong University School of Medicine. Shanghai 200011, China

Received:2013-02-02 Revised:2013-03-28 Online:2013-06-10 Published:2013-06-10
Supported by:
Supported by Humanity and Social Science Study on Cultivation of Innovation Project of Shanghai Jiao Tong University School of Medicine(2012018).

摘要/Abstract

摘要： 目的：针对患者在口腔门诊就诊中的不满意环节，提出优化口腔门诊流程的措施。方法：选取上海交通大学医学院附属第九人民医院口腔门诊患者，共发放问卷479份，问卷分为总体满意度和口腔科就医各环节的评价，共15个问题，每个问题为5级评分制。采用SPSS13.0软件包对数据进行描述性统计、t检验和方差分析。结果：患者总体满意度为4.68分，候诊时间长、患者在数个科室之间往返就诊、主诊医师对诊断和治疗的解释不够详细评分最低。结论：采用分时段预约诊疗、先诊疗后付费、加强人性化分诊、设立口腔综合科、检查序列优化等优化门诊流程的措施，能有效改善患者的就医体验。

关键词: 口腔门诊, 服务流程, 满意度

Abstract: PURPOSE: To provide measures to dispose of unsatisfactory service links for outpatients, and to optimize the service flow of department of stomatology. METHODS: Four hundred and seventy-nine questionnaires were delivered in Shanghai Ninth People’s Hospital Affiliated to Shanghai Jiao Tong University School of Medicine. The questionnaires included 15 questions relating to general experience in department of stomatology and assessment on separate link of service flow. 5-point grades were set up for each question. Descriptive statistics analysis, Student’s t test and analysis of variance were performed using SPSS13.0 software package. RESULTS: The general satisfaction rate was 4.68. The lowest grades were given when the outpatients waited for too long, shuttled among different sections, and the attending doctors gave little explanation concerning diagnosis and treatment. CONCLUSIONS：Measures such as examination by appointment at specific period of time, post-pay examination, more humanistic triage, establishment of integrated section of stomatology, more reasonable sequence of examination should be adopted to optimize outpatient service flow. By doing so, outpatients’ experience of dental care will be effectively improved.

Key words: Stomatological department, Service flow, Satisfaction rate

中图分类号:

G350

戴星, 吴正一, 杜勤, 周永梅. 优化患者需求为主导的口腔门诊服务流程[J]. 上海口腔医学, 2013, 22(3): 354-357.

DAI Xing, WU Zheng-yi, DU Qin, ZHOU Yong-mei. Optimize the service flow of stomatological department to accommodate outpatient’s demands[J]. Shanghai Journal of Stomatology, 2013, 22(3): 354-357.

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