title: [Optimize the service flow of stomatological department to accommodate outpatient's demands].
abstract: OBJECTIVE
  To provide measures to dispose of unsatisfactory service links for outpatients, and to optimize the service flow of department of stomatology.
  
  
  METHODS
  Four hundred and seventy-nine questionnaires were delivered in Shanghai Ninth People's Hospital Affiliated to Shanghai Jiao Tong University School of Medicine. The questionnaires included 15 questions relating to general experience in department of stomatology and assessment on separate link of service flow. 5-point grades were set up for each question. Descriptive statistics analysis, Student's t test and analysis of variance were performed using SPSS13.0 software package.
  
  
  RESULTS
  The general satisfaction rate was 4.68. The lowest grades were given when the outpatients waited for too long, shuttled among different sections, and the attending doctors gave little explanation concerning diagnosis and treatment.
  
  
  CONCLUSIONS
  Measures such as examination by appointment at specific period of time, post-pay examination, more humanistic triage, establishment of integrated section of stomatology, more reasonable sequence of examination should be adopted to optimize outpatient service flow. By doing so, outpatients' experience of dental care will be effectively improved. Supported by Humanity and Social Science Study on Cultivation of Innovation Project of Shanghai Jiao Tong University School of Medicine(2012018).
authors.affiliation: Ninth People's Hospital, Shanghai Jiao Tong University School of Medicine, Shanghai, China. daixing@gmail.com
authors.forename: Xing
authors.initials: X
authors.lastname: Dai
authors.forename: Zheng-yi
authors.initials: ZY
authors.lastname: Wu
authors.forename: Qin
authors.initials: Q
authors.lastname: Du
authors.forename: Yong-mei
authors.initials: YM
authors.lastname: Zhou
mesh_terms: D002681:China; D006301:Health Services Needs and Demand; D006801:Humans; D019242:Oral Medicine; D010045:Outpatients; D011795:Surveys and Questionnaires