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目的:探讨持续质量改进在降低门诊预约挂号失约率中的应用。方法:由门诊部组织成立预约挂号持续质量改进小组,通过观察、分析预约挂号失约率高的原因,制订持续质量改进目标并实施。结果:持续质量改进实施后6个月,门诊预约挂号失约率由原来7.66%降低到2.59%,患者对门诊满意度由88.33%上升至95.83%,差异显著(P<0.05)。结论:在门诊预约挂号中,进行持续质量改进,能有效降低门诊预约挂号失约率,减少医疗资源浪费,提高患者的满意度。
Objective: To discuss the application of continuous quality improvement in reducing the missed appointment rate in outpatient appointment. Methods: The Outpatient Department organized the appointment of continuous quality improvement group, and observed and analyzed the reasons for the high failure rate of appointment registration, formulated the goal of continuous quality improvement and implemented it. Results: Six months after the implementation of continuous quality improvement, the out-patient appointment loss rate dropped from 7.66% to 2.59%, and the patient satisfaction rate increased from 88.33% to 95.83% (P <0.05). Conclusion: The continuous quality improvement in outpatient appointment registration can effectively reduce the out-of-contract rate of out-patient appointment registration, reduce the waste of medical resources and improve patient satisfaction.