Howat A P, Hammond M, Shaw L, Evans R I, Frame K, Davies T I, Evans D R
Dental School, St Chad's Queensway, Birmingham, UK.
Community Dent Health. 1991 Jul;8(2):173-8.
A quality assurance project to establish patient waiting time at appointments was undertaken over a four-week period during the spring of 1989. The Orthodontic Department was selected as one of two departments in the Birmingham General Hospital/Birmingham Dental Hospital unit site that was to participate in the programme initiated at the District Health Authority management level. Patient waiting periods for a total of 142 clinical sessions were assessed. Fifty per cent of patients were kept waiting and 50 per cent were seen either earlier or at their appointed time. The mean period of time that patients were kept waiting past their appointment time was 9.4 min (+/- 10.9). On clinics for which patients arrived late the mean time that they were kept waiting increased to a mean of 18.9 min (+/- 9.1). Data from 92 patient questionnaires established that they considered a reasonable mean time of waiting to be 16.1 min (+/- 7.9). Five recommendations were proposed as a result of this quality assurance initiative and their implementation is discussed.
1989年春季，开展了一项为期四周的质量保证项目，以确定患者预约就诊的等待时间。正畸科是伯明翰总医院/伯明翰牙科医院院区参与地区卫生局管理层发起项目的两个科室之一。对总共142个临床诊疗时段的患者等待时间进行了评估。50%的患者需要等待，另外50%的患者要么提前就诊，要么按时就诊。患者预约后等待的平均时间为9.4分钟（±10.9）。对于患者迟到的诊疗时段，他们等待的平均时间增加到了18.9分钟（±9.1）。92份患者问卷的数据表明，他们认为合理的平均等待时间为16.1分钟（±7.9）。作为这项质量保证举措的结果，提出了五项建议，并对其实施情况进行了讨论。
