Yu Weiping, Yu Xiaowen, Hu Hao, Duan Guimin, Liu Zi, Wang Yitao
State Key Laboratory of Quality Research in Chinese Medicine, Institute of Chinese Medical Sciences, University of Macau.
Glob J Health Sci. 2013 Jul 22;5(5):193-201. doi: 10.5539/gjhs.v5n5p193.
Hospitals have expressed no knowledge of patients' opinions regarding diversified appointment registration systems, despite efforts to develop novel appointment registration systems that assist patients and increase hospital efficiency. Therefore, the aim of this study was to investigate the use of diversified appointment registration systems and explore the factors influencing patients' registration system choices.
A survey study using a questionnaire was conducted in West China Hospital in February 2012. Outpatients were randomly selected from different hospital departments and the questionnaire was distributed and collected on-site.
Data from 1,009 patients were available for analysis. Of these, 63.4% used appointment systems to register while others chose a traditional queuing method to register. 114 telephone (30.4%) and on-site (22.9%) appointments were made, whereas other systems were less used by patients. Between the non-appointment and appointment groups there were significant differences in gender, educational degree, and residence location (P < 0.05), but no significant difference in age (P > 0.05). While the clinical appointment system had the greatest number of appointment days (25.75), the bank's self-service terminal appointment had the least number of appointment days (5.05). Leaflets sent from the hospital (50.70%) and the recommendations of friends or families (40.77%) were the two main ways of knowing about the appointment registration systems. With the exception of those who felt no need to make an appointment (30.12%), not having the capability to use the appointment systems (24.10%) and the lack of a registered health card (34.53%) were the two main reasons for not using appointment registration systems.
Convenience was a major motivation for patients' use of appointment registration systems. Personal knowledge and capability were the two important factors that influenced patients' appointment system choices. Hospitals must improve the design and promotion of appointment registration systems to better facilitate their use.
尽管医院努力开发有助于患者并提高医院效率的新型预约挂号系统，但医院对患者关于多样化预约挂号系统的意见却一无所知。因此，本研究的目的是调查多样化预约挂号系统的使用情况，并探索影响患者挂号系统选择的因素。
2012年2月在华西医院进行了一项问卷调查研究。从医院不同科室随机抽取门诊患者，并在现场发放和收集问卷。
1009例患者的数据可供分析。其中，63.4%的患者使用预约系统挂号，而其他患者选择传统排队方式挂号。进行了114次电话（30.4%）和现场（22.9%）预约，而其他系统患者使用较少。非预约组和预约组在性别、教育程度和居住地点方面存在显著差异（P<0.05），但年龄方面无显著差异（P>0.05）。临床预约系统的预约天数最多（25.75天），银行自助终端预约的天数最少（5.05天）。医院发放的传单（50.70%）和朋友或家人的推荐（40.77%）是了解预约挂号系统的两种主要方式。除了那些觉得无需预约的患者（30.12%），无法使用预约系统（24.10%）和没有注册健康卡（34.53%）是不使用预约挂号系统的两个主要原因。
便利性是患者使用预约挂号系统的主要动机。个人认知和能力是影响患者预约系统选择的两个重要因素。医院必须改进预约挂号系统的设计和推广，以更好地促进其使用。
