门诊患者不同挂号方式就诊的构成、满意度及相关影响因素分析

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Abstract Objective To analyze the composition, satisfaction and related factors of outpatient registration with different registration methods. Methods From January 2017 to January 2018, 9874 outpatients in the First Affiliated Hospital of Hebei North University ("our hospital" for short) were investigated and analyzed. According to the different registration methods, they were divided into window payment registration patients and network reservation registration patients. The satisfaction evaluation between different registration methods was compared. Logistic regression analysis equation was used to calculate and analyze the related factors affecting patients′satisfaction. Results Of the 9860 questionnaires recovered, 5065 were registered by the window, accounted for 51.37%. There were 4795 cases of network reservation registration, accounted for 48.63%. The total satisfaction rate of outpatient registration was 83.63% (8246/9860). The total satisfaction rate of window payment registration (69.60%) was significantly lower than that of network reservation registration (98.46%). The treatment process, experience, environment, overall evaluation, doctor-patient relationship and overall satisfaction evaluation of the window payment registration patients were lower than those of the network reservation registration patients, the differences were statistically significant (P ＜ 0.05). There were significant differences in residence, educational level, economic income, whether there were fixed doctors, registered departments, visiting times, waiting time between the patients with satisfactory registration and those with unsatisfactory registration (P ＜ 0.05). Logistic regression analysis showed that residence, educational level, economic income, whether there were fixed doctors, registered departments, visits times, waiting time were the main factors affecting the satisfaction evaluation of outpatient registered patients (P ＜ 0.01). Conclusion Promoting the registration method of network reservation is helpful to improve the satisfaction evaluation of outpatients. At the same time, in practice, we should pay more attention to the patients with lower educational level, higher economic income, first visit, and from other places, so as to shorten the waiting time of patients as much as possible.

Key words： Outpatient registration Registration mode Satisfaction Related factor

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	ZHU Yanping1 ZHU Xiaobo1▲ WANG Zhe2

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ZHU Yanping1 ZHU Xiaobo1▲ WANG Zhe2. Analysis on the composition, satisfaction and related factors of outpatient visits with different registration methods[J]. 中国医药导报, 2019, 16(6): 40-44.

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http://www.yiyaodaobao.com.cn/EN/ OR http://www.yiyaodaobao.com.cn/EN/Y2019/V16/I6/40

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