ObjectiveTo understand the current situation of outpatient service, strengthen outpatient physicians management, maintain outpatient clinical order, and improve the credibility and service quality of public hospitals.MethodsThe measures such as deepening the supply-side reform of outpatient service, strengthening the awareness of integrity service, regulating suspending or substituting diagnosis service management, and optimizing doctors’ scheduling were performed to improve the outpatient service plan management since 2012. The data of outpatient diagnosis and treatment and doctor appraisals from 2013 to 2016 were retrospectively collected from hospital information system, combined with the third party satisfaction data; and the rates of suspending and substituting of outpatient service, clinical service time distribution for doctors at all levels, proportion of appointment register, and the average satisfaction index were analyzed.ResultsThe rates of suspending and substituting of clinical service reduced from 5.8% and 6.4% in 2013 to 2.5% and 4.1% in 2016, respectively, and the differences were statistically significant (P<0.05); the proportion of outpatient physicians with vice-senior title or above from 2014 to 2016 was lower than that in 2013, with the decrease from 81.0% in the morning and 73.0% in the afternoon to 75.9% and 69.1%, respectively; the proportion of appointment register increased from 54.7% in 2013 to 68.2% in 2016; the patients’ satisfaction was higher in 2016 than that in 2015.ConclusionThe outpatient service management of large general hospitals should be patients’ needs-oriented; with the awareness of integrity service, regulating the approval system of suspending or substituting of outpatient service, improving the pre-arranged planning for suspending service, optimizing the qualification admittance system, and improving the regular appraisal system, may effectively solve the problems of unbalanced outpatient physicians resources and service, maintain the good order of medical service, improve medical care quality, and raise patients satisfaction.
Citation：
YAO Yingchun, GAO Qin, YANG Ling. Service plan management of the outpatient physicians in a large general hospital. West China Medical Journal, 2018, 33(5): 569-573. doi: 10.7507/1002-0179.201711039
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Copyright © the editorial department of West China Medical Journal of West China Medical Publisher. All rights reserved
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- 1. 行金花. 门诊医师停诊原因及情况分析. 青海医药杂志, 2015, 45(5): 65-66.
- 2. 康丽. 我院门诊微信预约挂号中的常见问题分析与对策. 中国医疗管理科学, 2018, 8(1): 26.
- 3. 宋华, 宋萍. 医师素质、服务质量与门诊就医满意度的关系分析. 西部医学, 2005, 17(4): 413-414.
- 4. 付瑶, 孙淑琴, 侯晓曼, 等. 某三甲医院门诊病人就诊需求的调研分析. 中国卫生事业管理, 2013, 30(12): 895-897.
- 5. 张薇薇, 汪卓赟. 医院门诊患者满意度调查分析及对策. 现代医院, 2014, 14(1): 99-101.
- 6. 杨红, 李久琳, 孙瑞婷, 等. 大型综合性医院爽约行为的有效管理及爽约号源释放方案运用与实践. 四川医学, 2016, 37(2): 233-236.
- 7. 姚峥, 安凤梅, 刘德海, 等. 综合医院专家门诊层级就诊管理的探讨. 中国医院, 2011, 15(4): 1-4.
- 8. 王昊, 许春红, 刘龙秀, 等. 专家门诊预约挂号影响因素分析. 中国医院管理, 2013, 33(10): 33-35.
- 9. 杨晓蓉, 申文武, 赵秋艳, 等. 大型门诊导诊服务系统的现状分析. 华西医学, 2017, 32(9): 1435-1437.
- 10. 杨红, 李久琳, 王钧慷. 大型综合性医院门诊医生挂号量设置现状调查及改进策略. 中国卫生事业管理, 2015(6): 420-422.
- 11. 沈耀敏. 门诊就医者退号原因分析及管理对策. 上海护理, 2011, 11(1): 81.
- 12. 何炳虹, 邵然, 薛梅, 等. 论标识系统在医院形象塑造与传播中的策略. 江苏卫生事业管理, 2016, 27(2): 72-73.
- 13. 李岩.分级诊疗首先要提高分诊能力、规范医疗行为.中国医疗保险, 2015, 20(10): 22-23.
- 14. 彭立蓉, 姚迎春. 大型综合医院与社区卫生服务中心双向转诊运行模式及管理. 华西医学, 2014, 29(5): 981.
- 15. 梁金刚. 分级诊疗的实行难点与解决之道. 中国社会保障, 2015, 12(11): 82-83.
