stomatology specialty hospital appointment resources outpatient management
南京市医学科技发展重点项目（ZKX16053）
目的：探索大型口腔专科医院门诊预约资源优化策略。方法：通过均衡调配预约资源、多种预约方式交互运用、应用互联网和自助设备实现最简预约流程，强化预约规则，对门诊预约资源持续优化。结果：通过门诊信息系统采集2017年与2018年门诊数据进行比较，优化策略实施后，普通初诊预约人次增加32.91%，专家门诊预约人次增加10.21%；普通门诊预约率从37.23%提高到45.25%；失约率从优化前的10.44%下降至2.38%，门诊患者就诊满意率得以大幅提升。结论：预约资源的优化创新可以对有限的医疗资源进行最大化的利用，从而起到科学分流、改善秩序，提高效率，优化流程的作用。
Objective：To explore the optimization strategy of outpatient appointment resources in large dental specialty hospitals. Methods：The most simple booking process was achieved through balancing allocation of booking resources，using multiple booking methods，including Internet and self-service equipment，strengthening the management of booking rules .The outpatient booking resources were continuously optimized. Results：By comparing the outpatient data between 2017 and 2018 collected by outpatient information system，first visit appointment increased by 32.91%，and specialist outpatient service appointment increased by 10.21%. The general outpatient appointment rate increased from 37.23% to 45.25%；The breaking rate of appointment dropped from 10.44 % to 2.38 %，and the satisfaction rate of outpatient patients was greatly improved. Conclusions：tTe optimization and innovation of reservation resources can make the best use of the limited medical resources，in improving scientific diversion，orderand efficiency，and in optimizing process.