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KMID : 0375219920070010259
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Journal of Il Sin Christian Hospital
1992 Volume.7 No. 1 p.259 ~ p.274
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An Empirical Study on the Effectiveness of Outpatient Appointment System
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Abstract
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The primary purpose of this study is to evaluate the effectiveness of outpatient appointment system. To put it concretely, the purposes of this study are 1) the analysis of the impacts of the system on the outpatient's waiting time 2) the
analysis
of
the impacts of the system on the arrival distribution for periods of time 3) the analysis of the attitudes of patients and doctors on the system 4) and finding the description of enforcement process of the appointment system by the use of
computer
system.
For the purposes, this study confines the subjects to the outpatients of pediatrics in the "I" hospital which has 320 sickbeds and is located in Pusan City. The data collection had been enforced from April 8 to April 13 in 1991 with the various
research
techniques.
Research results can be summarized as followings. First of all, while the outpatient appointment system was enforced without any more manpowers in the hospital. The system results in great shortening the out patient's waiting time. Under
condition
in
pediatrics made appointment with hospital, their wating time was shortened 54.12% in comparison with the time of pre-enforcement of the system, and 65.13% in comparison with the time of non appointed patients.
Secondly, the appointment system made the waiting time be shortened by 5.34 minutes at reception, by 46.17 minutes at diagnosis and treatment. Leaving out the reception precess of appointed outpatients by 1.77 minutes at reception.
Thirdly, 11.2% of the total outpatients made appointments under this system, and this made the arrival distribution of outpatients by periods of time more even than before.
Fourthly, 44% of the appointed outpatients were satisfied with the hospital service as a whole, while 25% of the nonappointed outpatients were satisfied with the service. Therefore, there is a great difference in service satisfaction between the
two
groups.
Fifthly, 40% of appointe outpatients considered shortening the waiting time as the most important satisfying factor while 21% of the nonappointed outpatients considered the kindness of doctors and staffs as the most dissatisfying factor while 43%
of t
he nonappointed pointed out the waiting time as the factor.
Above all the results show that the appointment system shortens the outpatient's waiting time.
Finally, 90% of the appointed outpatient are willing to continually use the hospital next timewhile 86% of the nonappointed outpatients are, and 79% of the appointed are willing to recommand the hospital to others while 75% of the nonappointed
outpatients are, with this result, We can conduce that there is not a great difference in their attitudes on using the hospital, but this system may result in a little increase of using the hospital gradually.
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KEYWORD
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