摘要
目的:分析自助缴费系统对门诊优质服务的促进作用,旨在推广自助挂号、缴费方式,提升患者就医体验。方法:将2018年3月门诊挂号、缴费共354280笔设为常规组,2021年1月门诊挂号、缴费共485893笔设为研究组,通过院领导的大力支持、信息化建设的同步发展、增加自助设备、扩大宣传、主动引导帮助患者使用自助设备,对策实施2年后,收到良好效果。结果:研究组门诊挂号、缴费笔数较常规组有明显增加。研究组自助支付率达高于常规组,差异有统计学意义(P<0.05)。研究组人工窗口缴费排队平均等候时间短于常规组,差异有统计学意义(P<0.05)。研究组在线预约率高于常规组,差异有统计学意义(P<0.05)。2018年3月我院医院整体满意度在全市公立医疗机构中排名第6名,2021年1月时跃升全市第3名。结论:在院领导的大力支持和信息化同步完善的前提下开展自助缴费服务对推动门诊优质服务起到重要作用,同时为医院节约用人成本,提升患者就医体验,提高患者满意度。
Objective:To analyze the role of self-service payment system in promoting high-quality outpatient services,aiming to promote self-service registration and payment methods,and improve the patient’s medical experience.Methods:A total of 354280 cost for outpatient registrations and payment in March 2018 were set as the routine group,and a total of 485893 costs for outpatient registrations and payment in January 2021 were set as the study group.With the strong support of hospital leaders and the simultaneous development of information construction,through increasing self-service equipment,expanding the publicity,and actively guiding and helping patients to use self-service equipment,over 2 years of implementing countermeasures,good results have been received.Results:Compared with the routine group,the number of outpatient registration and payment in the study group was significantly increased.The self-service payment rate in the study group was higher than that in the routine group,and the difference was statistically significant(P<0.05).The average waiting time in the manual window payment queue in the study group was shorter than that in the routine group,and the difference was statistically significant(P<0.05).The online appointment rate of the study group was higher than that of the routine group,and the difference was statistically significant(P<0.05).In March 2018,the overall hospital satisfaction of our hospital ranked 6th among the city’s public medical institutions,and in January 2021,it increased to the 3rd place in the city.Conclusion:Under the premise of the strong support of hospital leaders and the simultaneous improvement of informatization,the self-service payment service plays an important role in promoting the high-quality outpatient service,and at the same time,it saves the hospital’s employment cost,improves the patient’s medical experience,and improves the patient’s satisfaction.
作者
白忠原
衣丰
张杰
潘永秀
周琼瑶
Bai Zhong-yuan;Yi Feng;Zhang Jie;Pan Yong-xiu;Zhou Xiong-yao(Shenzhen People's Hospital(1st Affiliated Hospital of Southern University of Science and Technology,2nd Clinical Medical College of Jinan University),Shenzhen 518020,Guangdong Province,China)
出处
《中国社区医师》
2022年第20期162-164,共3页
Chinese Community Doctors
关键词
自助缴费
门诊
优质服务
排队等候时间
支付方式
Self-service payment
Outpatient
High-quality service
Waiting time
Payment method
作者简介
通信作者:衣丰。
