團隊合作提升網路初診掛號病人就診服務品質

Team Collaboration to Enhance Visit Service Quality for First-visit Patients from Registration Online

酒小蕙(Hsiao-Hui Chiu)；常玉琴(Yuh-Chirn Charng)；徐馨妤(Hsin-Yu Hsu)；莊欣茹(Hsin-Ju Chuang)；郭美明(Mei-Ming Kuo)

團隊合作 ； 初診掛號 ； 服務品質 ； team collaboration ； first-visit registration ； service quality

若瑟醫護雜誌

12卷1期（2018 / 10 / 01）

44 - 53

繁體中文

網路初診掛號病人對掛號流程及環境不熟悉，影響報到的完整性及就診的滿意度，分析原因為網路掛號提示不清楚、指標不明確、志工引導不足，結合團隊改善網路初診掛號流程提示、環境指標及志工指引等措施，達到提升病人正確執行初診報到率1%，提升門診就醫整體滿意度2.7%，建議未來本院新門診大樓可針對環境指標作整體性的規劃，增加志工引導服務，對門診的醫療服務品質有加分效益。

The completeness of check-in and satisfaction to visit will be affected by unfamiliarity with registration process and hospital settings of first-visit patients from registration online, causes analyzed including unclear instructions in online- registration process, indefinite signs, inadequate guidance from volunteers. Integration among teams may improve measures such as process instructions for first-visit online registration, setting signs and guidance from volunteers, etc., achieving to increase patient's accurate implementation rate for first-visit check-in by 1% and increase overall satisfaction to outpatient visits by 2.7%. In the future, as to new OPD building in the Hospital, it is recommended to carry on overall planning for setting signs, increasing guidance service from volunteers, which may significantly helpful for OPD's medical service quality.

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