A web-based appointment system to reduce waiting for outpatients: a retrospective study.
A web-based appointment system to reduce waiting for outpatients: a retrospective study.
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DOI：
10.1186/1472-6963-11-318
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发表时间：
2011-11-22
影响因子：
2.8
通讯作者：
Xu Y
中科院分区：
文献类型：
--
作者：
Cao W;Wan Y;Tu H;Shang F;Liu D;Tan Z;Sun C;Ye Q;Xu Y
挂号等候时间过长在中国是个问题，尤其是在三级医院。为了解决这个问题，西京医院开发了一个基于网络的预约系统。本研究的目的是探讨网上预约系统在门诊挂号服务中的效果。采用分层随机抽样的方法收集2010年1 - 12月西京医院网络预约系统的数据，随机抽取参与者进行电话访谈，了解其使用系统的详细情况。随机选择通过注册窗口注册的患者作为对照组，现场填写问卷。共有5641名使用在线预约服务的患者可用于数据分析。其中，随机抽取500人，电话访谈369人(73.8%)。在采用常规排队法随机选择纳入研究的500例患者中，有463例患者获得应答，应答率为92.6%。两种登记方法在年龄、满意度和总等待时间上存在显著差异（P < 0.001）。性别、城市居住地、有效等待时间差异无统计学意义（P < 0.05）。对网上登记一无所知、不信任互联网、缺乏使用电脑的能力是不使用网上预约系统的三个主要原因。使用网络预约系统的患者总体缺勤率为14.4%，不同科室、不同工作日、不同时段缺勤率差异有统计学意义（P < 0.001）。与常规的排队方式相比，基于网络的预约系统可以显著提高患者的挂号满意度，有效减少总等待时间。然而，为了使该系统得到广泛应用，还需要进一步改进。
Long waiting times for registration to see a doctor is problematic in China, especially in tertiary hospitals. To address this issue, a web-based appointment system was developed for the Xijing hospital. The aim of this study was to investigate the efficacy of the web-based appointment system in the registration service for outpatients. Data from the web-based appointment system in Xijing hospital from January to December 2010 were collected using a stratified random sampling method, from which participants were randomly selected for a telephone interview asking for detailed information on using the system. Patients who registered through registration windows were randomly selected as a comparison group, and completed a questionnaire on-site. A total of 5641 patients using the online booking service were available for data analysis. Of them, 500 were randomly selected, and 369 (73.8%) completed a telephone interview. Of the 500 patients using the usual queuing method who were randomly selected for inclusion in the study, responses were obtained from 463, a response rate of 92.6%. Between the two registration methods, there were significant differences in age, degree of satisfaction, and total waiting time (P < 0.001). However, gender, urban residence, and valid waiting time showed no significant differences (P > 0.05). Being ignorant of online registration, not trusting the internet, and a lack of ability to use a computer were three main reasons given for not using the web-based appointment system. The overall proportion of non-attendance was 14.4% for those using the web-based appointment system, and the non-attendance rate was significantly different among different hospital departments, day of the week, and time of the day (P < 0.001). Compared to the usual queuing method, the web-based appointment system could significantly increase patient's satisfaction with registration and reduce total waiting time effectively. However, further improvements are needed for broad use of the system.
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影响因子：
2.7
作者：
Harper, PR;Gamlin, HM
通讯作者：
Gamlin, HM
影响因子：
9.3
作者：
Adams, LA;Pawlik, J;Forbes, GM
通讯作者：
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影响因子：
9.7
作者：
Ma, Jin;Lu, Mingshan;Quan, Hude
通讯作者：
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影响因子：
3.1
作者：
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通讯作者：
Leighton, Jonathan A.
影响因子：
6.1
作者：
Chen Bai-lian;Li En-dong;Miao Wei-jun
通讯作者：
Miao Wei-jun