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中文摘要: 目的 以北京某妇产医院为例，了解 “非急诊全面预约挂号”制度的建立背景和实施现状，对实施后的门诊患者满意度情况进行调查，对该制度的运行效果进行评价，为制度改进提出政策建议。方法 利用CNKI、万方等数据库对相关文献进行分析，梳理北京市预约挂号相关政策文件；采用问卷调查法和访谈法收集门诊患者的基本就诊资料和满意度情况；应用 SPSS 20.0进行统计分析。结果 门诊患者预约挂号满意度较高；预约挂号类别与满意度的选择关系具有统计学意义。结论 医院应从积极开展宣传和导诊工作、优化服务流程、加强信息系统建设、及时通知服务信息、加强监督等方面入手，持续完善“非急诊全面预约挂号”制度，针对重点问题，进一步改善门诊患者满意度。
Abstract:OBJECTIVE Taking a maternity hospital in Beijing as an example, understand the establishment background and implementation status of the “non-emergency appointment registration system. Survey the outpatient satisfaction after implementation. Evaluate the effectiveness of the system. Provide policy recommendations for institutional improvement. METHODS Using CNKI, Wanfang and other databases to analyze related documents to arrange appointment registration policy document in Beijing. Collect information on basic visits and satisfaction of outpatients by questionnaire surveys and interviews. Use SPSS 20.0 for statistical analysis. RESULTS Outpatients have higher satisfaction with appointment registration. The selection relationship between appointment registration and satisfaction has significant statistically. CONCLUSION Beijing F Hospital should carry out propaganda work actively, optimize service processes, strengthen information system construction and supervision et al.. Continuously improve "non-emergency appointment registration system" to improve the patient satisfaction.
文章编号：3201810014 中图分类号：R1-9 文献标志码：
基金项目:
| 作者 | 单位 |
| 刘 祎①，马骋宇①# |
| Author Name | Affiliation |
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