門診預約掛號就醫率改善專案

The Project of Improving the Compliance Rate of Outpatient Pre-registration

陳繼鳳(Chi-Feng Chen) ； 許蓮招(Lien-Chao Hsu) ； 林秀鳳(Hsiu-Feng Lin) ； 潘純媚(Shung-Mei Pan) ； 蕭世槐(Shih-Huai Hsiao)

《長庚護理》 17卷3期 (2006/09) Pp. 341-350

https://doi.org/10.6386/CGN.200609_17(3).0009

摘要

門診是許多人選擇治療疾病的主要方式，民眾到醫院門診就醫之前，大都利用各種掛號方式以確認於特定時間內獲得醫療照護。某醫院整體門診預約掛號就醫率僅86.4%，其中有8個科別預約就醫率明顯低於全院。故本專案目的爲改善此8個科別門診預約掛號病人就醫率至全院閾值，查檢造成不良現象之原名後，採用電話關懷、於看診時對患者施予衛生教育、修訂預約掛號單內容、更正預約掛號單之預定看診時間等4種方法，希望能將之提昇至全院閾值。經連續評值四個月後，該8個科別預約掛號就醫率由79.6%提昇至92.9%，達到本專案設定之目標，結果顯示本專案所採之改善措施硬實有效。

關鍵字

預約掛號 ； 就醫率 ； 門診

並列摘要

Outpatient service is the major choice when people were sick. Before going o the hospital, most people will use various kinds of registration method to make appointments for specific time for service. In the study hospital, the compliance rate of people who was pre-registered was 86.4%. There were eight departments which the compliance rates were lower than the average. The purpose of this project was to improve the compliance rate of these departments to the average. After checking the factors associated with low compliance rate, four different methods, including showing concerns about patients by follow-up phone call, providing health education to patients, modifying the contents of registration form, and correcting the scheduled time shown on the registration form, were used to improve the compliance. Four months after the project, the compliance rate increased from 79.6 to 92.9%.

並列關鍵字

pre-register ； compliance rate ； ambulatory patients