目的通过对新疆某医院实施预约挂号服务现况进行分析,结合访谈关键人物,针对预约挂号服务存在的问题,提出科学、合理的建议,从而为患者提供更好的预约挂号服务,为推动此项工作的发展提供参考依据。方法对新疆某医院就诊患者进行问卷调查,并结合深度访谈法,对预约挂号现状进行研究。结果预约挂号知晓率为54.8%;门诊患者不愿意采用预约挂号方式就诊的占34%,其中43.5%少数民族不愿意采用预约挂号就诊;38.2%的患者认为预约流程中现场确认环节较繁琐;患者失约率平均为20.1%,其中52.8%患者是由于有事耽误,不能按时就诊,专家每月不能按时出诊约占48.5%,其中64.9%的专家是由于公务原因。结论加强宣传力度,提高患者对预约挂号的认知度;改善预约流程,方便患者预约;加强专家和患者失约的管理。 Objective To analyze the status quo of the appointment registration service in a hospital in Xinjiang and combine with the key figures of the interview to provide scientific and reasonable suggestions for the problems existing in the appointment registration service so as to provide patients with a better booking registration service. Provide a reference for the development of work. Methods A questionnaire survey was conducted on the patients attending a hospital in Xinjiang. Combined with the deep interview method, the status quo of appointment registration was studied. Results Appointment registration awareness rate was 54.8%; outpatients were unwilling to use the scheduled registration for 34% of the treatment, of which 43.5% of ethnic minorities do not want to use an appointment for treatment; 38.2% of patients believe that the reservation process on-site confirmation of the more complicated; patients The average rate of default was 20.1%. Among them, 52.8% of the patients were delayed because of incidents and could not attend on time. Experts could not visit 48.5% of doctors on time per month, of which 64.9% were for official reasons. Conclusions Strengthen publicity to improve patient awareness of appointment registration; improve reservation process to facilitate patient appointment; and strengthen the management of experts and patients in default.