Application of new appointment service model in large comprehensive hospitals

Abstract

Objective To study the effect of new appointment service model on improving the efficiency of diagnosis and treatment of large comprehensive hospitals. Methods All patients seeing doctors at out-patient department were designated as experimental group that implemented new appointment service model of diagnosis and treatment during July to August of 2011, while the patients at out-patient department were designated as control group that implemented routine service model during May to June of 2011. Then, differences in appointment time, non-effective appointment rate and patients＇ satisfactory rate between these two groups were compared. Results In experimental group, X-ray appointment examination time ：68.8% patients were ≤ 1 day and 31.2% patients were ≥2 days, ultrasound appointment examination time ：67.2% patients were ≤1 day and 32.8% patients were ≥2 days, endoscope inspection appointment examination time： 85.6% patients were ≤2 days and 14.4% patients were≥ 3 days ; appointment examination time of cardiovascular ultrasound ： 75.9% patients were ≤2 days and 24. 1% patients were ≥3 days;and those significantly different with that of control group （χ2 = 4. 838,9. 199,28. 355, 10. 359, respectively; P 〈 0.05）. Non-effective appointment rate of experimental group was that radiology department 1.9%, ultrasound department 2.4%, endoscope inspection room 4. 1%, cardiovascular ultrasound 2.5%, and significantly lower than that of the control group （ χ2 = 9. 982,19. 687,8. 684,7. 623, respectively ; P 〈 0.05 ）. The patients＇ satisfactory rate of experimental group was that： radiology department 94. 9%, ultrasound department 93. 6%, endoscope inspection room 96. 3%, cardiovascular ultrasound 95.80%. And the parameters of experimental group were obviously better than that of control group （ χ2 = 30. 623,4. 120, 15. 640, 19. 231, respectively; P 〈 0. 05 ）. Conclusions Through implementing new appointment service model of diagnosis and treatment, the patients＇ appointment time was shortened, non-effective or repeatedly-changed appointment was decreased, and the efficiency of diagnosis and treatment and the patients＇ satisfactory rate were improved obviously. Key words: Nursing management study; Satisfactory rate of patient; New appointment service model; Appointment time; Comprehensive hospital