降低某醫學中心門診預約失約率改善專案

Decreasing Failed Appointment Rates at a Medical Center

吳秀霞(Show-Shya Wu) ； 陳美麗(Mei-Li Chen) ； 薛德興(Te-Hsing Hsueh) ； 蔣淑如(Shu-Ju Chiang)

《馬偕護理雜誌》 5卷2期 (2011/07) Pp. 38-48

https://doi.org/10.29415/JMKN.201107_5(2).0004

摘要

本專案目的是針對某醫學中心門診預約病人的高失約率進行探討及改善，藉由現況調查、問卷統計及數據收集的資料分析後，結果發現病人失約主因前五項依序為忘了或記錯時間、太忙或臨時有事、不知有預約掛號、病情已改善、提前或延後看診。專案小組歸納失約主因擬定改善方案，針對無法履約的病人，加強取消預約方法及有關罰則之宣導；針對已預約門診的病人，則建立提醒機制。對策實施後失約率從15.92%降至12.87％，達到專案設定13%之目標，顯示本專案的推行確實能有效降低門診預約失約率，並達後續追蹤的實質效果。

關鍵字

掛號 ； 預約 ； 失約

並列摘要

The purpose of this project was to investigate the reasons for and to improve the no-show rate for appointments at a medical center. A questionnaire was used to explore the reasons for failure to keep appointments. The major reasons (in order of frequency) were: forgetting or remembering incorrectly the date of the appointment, too busy or having time conflicts with urgent business, lack of awareness that an appointment had been made, the medical condition improved, coming in earlier or postponing the appointment, or changing to another doctor without canceling the previous appointment. Based on these results, several proposals were implemented to decrease the failure rate. Those with a record of no-shows were no longer allowed to make an appointment; this penalty was publicized in the clinic to deter failure; and a reminder system for appointments was established. After implementing these procedures, the no-show rate dropped from 15.92% to 12.87%, meeting the goal we had set of 13%. This project effectively lowered the rate of failure to keep appointments.

並列關鍵字

registration ； appointment ； failed appointments