摘要目的 分析北京大学口腔医学院牙周科门诊复诊患者失约的原因,探讨降低失约率的措施,以便更好地完善预约治疗服务体系.方法 采用自行设计的问卷对牙周科2013年7—12月门诊预约复诊患者进行问卷调查,填写问卷165份,回收有效问卷158份.问卷内容包括挂号是否方便、治疗效果满意度、医师服务态度及诊室护士的护理配合满意度等对失约的影响.结果 我院挂号途径有现场排队及门诊咨询台预约、114电话预约、网络预约.自行排队挂号的患者中89.23%按时就诊,10.77%的患者失约;而门诊咨询台和114电话网络预约初诊号的患者中75.76%按时就诊,24.24%的患者失约;失约率高与缺乏针对性管理有关.结论 挂号的途径不同,导致失约率不同,改善预约服务流程及针对性的管理可以有效降低失约率.

abstractsObjective To analyze the reasons why patients fail to come to a subsequent visit in outpatient service of Periodontal Department, Peking University School of Stomatology. Measures to reduce the failure rate were explored, so as to perfect the reservation service system. Methods A self-designed questionnaire was handed out to 165 patients who did come to a subsequent visit to the Department of Periodontology during July to December 2013, and 158 were valid. In this questionnaire, factors affecting the patients′ failure to subsequent visit were included, like convenience of registration, satisfaction of the treatment effects, doctors′service attitude and satisfaction of the nurses′ service. Results In our hospital, patients can get registered by queuing on the spot, making a reservation on the consultation desk, 114 telephone reservation and on-line reservation. 89. 23% of queuing registered patients recalled doctors on time, whereas 10. 77% failed to come. For patients who made their initial reservation by consulting the service desk or by 114 phone reservation, 75. 76% came as scheduled, whereas 24. 24% of them failed to come. High rate of failure to come was related to lack of targeted management. Conclusions Differences in ways of getting registered lead to differences in rate of patients′ missing the reservation. This rate can be effectively reduced by perfecting reservation procedure and targeted management.