摘要
Abstract
Objective To study the effect of using outpatient one-step self-service machine to improve service time in 3-A general hospitals, and to provide reference value for widely application of this machine. Methods As a public hospital reform pilot since September 2011, our hospital had began to use outpatient one-step self-service machines. 500 patients on consultations in clinic of our hospital before and after reform were randomly selected, and questionnaires were conducted on them to statistically analyze the visit time and patient satisfaction before and after using self-service machines as well as summarizing the problems and solutions during usage. Results After using one-step self-service machines, the time of registration, waiting, payment and the total time for patients were significantly less than before, and the differences were statistically significant (P<0.05). With self-service machines used, patient satisfaction rate increased in seven aspects, including registration, waiting, treatment, payment, testing, inspection and getting medicine, but the differences among registration, waiting, treatment, payment and getting medicine were of statistical significance (P<0.05). The problems occurred in using process were solved in time. Conclusion The one-stop self-service machine could obviously shorten the outpatient visit time and improve patient satisfaction, which was expected to become a basic configuration in every major general hospital after making rational allocation of hospital human resource as well as standardized management.关键词
门诊一站式/自助服务机/应用价值/服务时间/患者满意度Key words
outpatient one-stop/self-service machine/application value/service time/patient satisfaction分类
医药卫生
