Ahmad B A, Khairatul K, Farnaza A
Universiti Teknologi MARA, Selangor Darul Ehsan, Malaysia.
Universiti Teknologi MARA, Selayang Campus, Jalan Prima Selayang 7, 68100 Batu Caves, Selangor Darul Ehsan, Malaysia E-mail:
Malays Fam Physician. 2017 Apr 30;12(1):14-21. eCollection 2017.
Waiting is a common phenomenon in the doctor's waiting room. The purpose of this audit is to assess patient waiting time and doctor consultation time in a primary healthcare clinic and to formulate strategies for improvement. This audit was conducted at a primary care clinic for 4 weeks using the universal sampling method. All patients who attended the clinic during this period was included in the study except for those who required more time to be seen such as those who were critically ill, aggressive or those who came for repeat medication or procedures only without needing to see the doctor. The time of arrival was captured using the queue management system (QMS) and then the patient was given a timing chit which had to be manually filled by the staff at every station. The waiting time for registration, pre-consultation, consultation, appointment, payment and pharmacy were recorded as well as consultation time. The data were entered into the statistical software SPSS version 17 for analysis. version 17. Results showed that more than half of the patients were registered within 15 minutes (53%) and the average total waiting time from registration to seeing a doctor was 41 minutes. Ninety-nine percentage of patients waited less than 30 minutes to get their medication. The average consultation time was 18.21 minutes. The problems identified in this audit were addressed and strategies formulated to improve the waiting and consultation time were carried out including increasing the number of staff at the registration counter, enforcing the staggered appointment system for follow-up patients and improving the queuing system for walk-in patients.
在医生候诊室，等待是一种常见现象。本次审核的目的是评估一家基层医疗诊所的患者等待时间和医生诊疗时间，并制定改进策略。本次审核在一家基层医疗诊所采用普查法进行了四周。在此期间到该诊所就诊的所有患者均纳入研究，但那些需要更多时间诊疗的患者除外，如危重症患者、有攻击性的患者或仅前来复诊拿药或进行诊疗操作而无需看医生的患者。使用排队管理系统（QMS）记录患者到达时间，然后给患者一张计时小票，各站点工作人员需手动填写。记录了挂号、诊前、诊疗、预约、缴费和取药的等待时间以及诊疗时间。数据录入统计软件SPSS 17版进行分析。结果显示，超过一半的患者在15分钟内完成挂号（53%），从挂号到看医生的平均总等待时间为41分钟。99%的患者等待不到30分钟就能取到药。平均诊疗时间为18.21分钟。本次审核中发现的问题得到解决，并实施了旨在缩短等待和诊疗时间的策略，包括增加挂号处工作人员数量、对复诊患者实施错峰预约制度以及改善初诊患者的排队系统。
