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口腔专科医院门诊管理实践探索
Outpatient practice management in a stomatological hospital

作者:张汝柠 刘子锋 黄宇蕾 胡琼伟 章小缓

单位:广州,中山大学光华口腔医学院附属口腔医院医务科

关键词:口腔专科医院;门诊管理;预约;挂号;候诊等待

分类号:

DOI:10.3969/j.issn.2095-7432.2018.01.007

出版年,卷(期),页码:2018,8 (1):31-34

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摘要:

随着口腔门诊患者的增加,口腔专科医院在门诊管理过程中存在患者挂号难、候诊时间长等问题。我院从改善 挂号服务、缩短候诊时间、加强患者引导、规范医院感染管理、做好医患沟通和积极处理投诉几个方面采取措施以解决上述 问题。上述措施实施后,预约率及患者满意度明显提升,并有效缓解了候诊等待时间长的现象。

英文摘要:

With an increasing number of outpatients with oral/dental disorders, the outpatient departments in stomatological hospitals are facing challenges including difficulty in patient registration and long waiting time. To address these problems, our hospital has taken many effective countermeasures including improving the registration service, shortening the waiting time, strengthening patient triage and instructions, standardizing the management of hospital-acquired infections, and improving doctor- patient communication, and actively handling the complaints. As a result, the rates of patient appointment and patient satisfaction have improved markedly, and patient waiting time was shortened as well.

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