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題名 | 門診等候時間之探討--以某區域醫院為例=The Study of Waiting Time of Out-patient Departments in a Regional Hospital |
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作者 | 王志誠; 李怡慶; 尤元民; Wang, Chih-cheng; Lee, Yi-chin; Yu, Yuan-min; |
期刊 | 澄清醫護管理雜誌 |
出版日期 | 20060100 |
卷期 | 2:1 民95.01 |
頁次 | 頁59-65 |
分類號 | 419.39 |
語文 | chi |
關鍵詞 | 等候時間; 服務品質; 滿意度; Waiting time; Service quality; Satisfaction; |
中文摘要 | 在全民健保實施及部份負擔級距差異不明顯 下,使得而大型醫療院所由於過多病人就醫,衍 生出令人詬病的「三長兩短」問題,然而對被服 務的病人而言,r感受」與「實際」的等候時間 是有顯著差異的,且等候時間愈長差距越大。但 因為病情的不確定性、作業流程的障礙,使得醫 師難以維持一定的看診時間,以致病人抱怨等候 時間過久等問題時有所聞。因此深入暸解醫院門 診病人等候時間的狀況及問題,將是醫院品質推 動所需重視之重點。 本研究位個案醫院實際運作狀況及看診人數 分配情形,以分層抽樣方式了解門診就醫過程中 所經歷之各項流程與窗口中所需耗用之等候時 間,研究結果顯示門診全體平均等候時間為 23.部分鐘。掛號平均等候時間為0.75分鐘;抽 血平均等候時間為2.38分鐘;放射按查平均等候 時間為4.05分鐘;候藥時間最長為67.63分鐘、 候藥平均時間為7.92分鐘。而在掛號等候、門診 候診及領藥等候上達統計上顯著差異。 等候時間的長短及等候的滿意度,多是因病 人的情境因素引起,除了改善內部流程的時間閒 置的問題外,還要從病人的角度去改變病人對時 間的認知,本研究發現若能有效的改善服務行為 或增加一些貼心的服務,將可調整大多數對等候 上的感覺或病人就醫流程的順暢,而達成醫療服 有效率與服務品質極佳的醫院的目標。 務成本有效的利用,與讓病人覺得個案醫院是間 |
英文摘要 | Due to the practice of National Health Insurance and lack of significant difference among different co-payment levels, there are over-loaded patient visits at large scale hospitals, which cause the problem of “three-long& two-short." There is a signifi cant difference between the waiting time of what patients psychologically felt and what they actually experienced. Moreover, the difference gets larger as the waiting time increases. Uncertainty of the illness and obstacles of operation process make it hard for physicians to keep up with their service time at the same, which result in the complaints of long queue. Therefore, in order to improve the qua1ity of medical service, it is very important for us to understand the facts and problems of the waiting time of out-patient departments. The study used stratified samp1ing based on actual operation and patient visits to get different waiting time of each procedure and stop occurred in the whole process. The study found out the average waiting time for out-patient department was 23.26 minutes, 0.75 minute for registrar, 2.38 minutes for blood samp1ing, 4.05 minutes for radiology exam, 7.92 minutes for getting prescribed medicine. There are significant differences of waiting time within service shifts of: registrar, physician offices, and pharmacy. Situational factors result in the satisfaction of the length of waiting time mostly. Not on1y to improve the idle time in the service process, but to change the psychologi cal cognition of the patients. This study found that, if we can improve our service or provide some services during the waiting time, those will ease the discomfort of wait ing, improve the process of the visit, increase the cost-effectiveness of medical service, and reach the goal which makes patients realize the efficiency and high quality of the case hospital. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。