目的为全面了解门诊患者对预约诊疗服务的认知、需求、评价,广泛听取患者的意见,打造全方位预约服务品牌。方法通过发放调查问卷以及电话"一对一"调查,对预约挂号患者预约情况进行分析评价。结果就诊形式、年龄、文化程度、职业状况、居住地等均为影响知晓率的因素,通过预约诊疗服务的推进,预约挂号整体满意率为96.01%。结论进一步规范、有序地推广预约诊疗服务工作,改善医院服务流程,提升患者满意度,加强推进预约诊疗服务品牌建设。

Objective To understand outpatients ' cognition, requirements and evaluation of clinical reservation services comprehensively,and listen to their opinions widely,and in order to build a comprehensive booking service brand. Methods Questionnaires and telephone " one-on-one " methods were used in this study,booking situation of the appointment registers were analyzed. Results The factors which effecting awareness were form of medical treatment,age,culture level,occupation and residence. Through the advancement of appointment medical services, appointment registration satisfaction rate was 96. 01%.Conclusion It is important to standardize and promote the appointment treatment services work orderly,to improve hospital service process,to enhance patients' satisfaction,and to strengthen the brand building of the appointment and treatment service.