Practice on fine management to shorten outpatient waiting time
10.3760/cma.j.cn111325-20210628-00585
- VernacularTitle:缩短门诊患者就诊等候时间的精细化管理实践
- Author:
Junchao FENG
1
;
Jian AN
;
Rui YANG
;
Wen ZHAO
;
Xiaojing ZHANG
;
Shunping LI
Author Information
1. 山东大学齐鲁医学院公共卫生学院卫生管理与政策研究中心，济南 250012
- Keywords:
Outpatients;
Waiting time;
Fine management;
Patient satisfaction;
Data unified management
- From:
Chinese Journal of Hospital Administration
2021;37(10):806-810
- CountryChina
- Language:Chinese
-
Abstract:
To solve the problems of long waiting time for outpatients, difficulty on implementation of one patient one room initiative, backward appointment method on examination, and imperfect instruction and guidance, a series of fine management measures have been taken place in a tertiary hospital which included dividing the patient waiting queue reasonably, establishing the patient secondary consultation system, improving the outpatient order of two-way management between doctors and patients, establishing one key appointment system for examinations, building hospital intelligent navigation system, and implementing outpatient payment and self-service drug delivery.The results showed, the waiting time of outpatients was significantly shortened ( P<0.001), and the satisfaction of patients in waiting time, hospital guidance and appointment registration was significantly improved ( P<0.05). Fine management mode combining online and offline can effectively increase the efficiency of outpatient service, improve clinical experience, and facilitate the high-quality development of medical services.
