Stirewalt C F, Linn M W, Godoy G, Knopka F, Linn B S
Med Care. 1982 Jul;20(7):739-48. doi: 10.1097/00005650-198207000-00009.
The purpose of this research was to determine whether a specialized telephone service could cut down on unscheduled visits to ambulatory care and improve satisfaction with care. Patients who were to receive care (N = 561) were assigned randomly to a specialized telephone service or a control group. They were measured with regard to satisfaction with care before being assigned and 6 months later. The number of scheduled and unscheduled visits also were monitored for a 1-year follow-up period. The telephone service, which provided a triage system for referrals as well as a source of central contact for scheduling or for complaints, helped to improve satisfaction and reduce the number of unscheduled visits within 6 months. Such a service also may have application in other problem areas in the delivery of quality ambulatory care.
本研究的目的是确定一项专门的电话服务是否能够减少非预约门诊就诊次数并提高对医疗服务的满意度。将接受治疗的患者（N = 561）随机分配到专门的电话服务组或对照组。在分配前和6个月后测量他们对医疗服务的满意度。在1年的随访期内还监测了预约和非预约就诊的次数。该电话服务提供了一个分诊转诊系统以及一个用于预约或投诉的中央联系渠道，有助于在6个月内提高满意度并减少非预约就诊次数。这样的服务在提供优质门诊医疗服务的其他问题领域也可能有应用价值。
