门诊老年患者就诊情况的调查分析  

Survey and Analysis of Elderly Patients' visiting Procedures in Outpatient Department

作　　者：刘燕芳[1] 陈珏[1] 崔香艳[1] 杨骅[1] 

机构地区：[1]第二军医大学长海医院门诊部,上海200433

出　　处：《解放军护理杂志》2010年第21期1657-1659,共3页Nursing Journal of Chinese People's Liberation Army

摘　　要：目的通过调查门诊各科老年患者就诊流程,以发现问题,提高门诊护理服务质量。方法 采用自行设计的老年患者就诊情况调查问卷,对2009年6月门诊内科、外科、皮肤科、妇产科等科室就诊的老年患者的一般情况、就诊情况、就诊流程、就诊效果以及相关健康教育的需求等内容进行描述性统计分析。结果 342例老年患者中,男女人数基本相当,198例(57.9%)有陪同者、209例(61.11%)首选三级医院就诊;238例(69.59%)能够根据标识顺利到达目的科室,熟悉电子叫号系统;240例(70.18%)在1 h左右完成就诊流程,261例(76.31%)对就诊比较满意,81例(23.68%)表示不满意。在健康教育方面,用药安全的需求较为迫切。结论随着老龄化进程的加快,门诊老年患者比例不断增加;三级医院不但要加强门诊硬件建设,还要加强医疗管理及门诊护理队伍建设,调整门诊护理内容,改善就诊流程,加强医疗护理安全,从而提高老年患者就诊效果及就诊满意度。Objective To investigate the elderly patients＇ visiting procedures in outpatient department so as to seek problems and improve the quality of service of clinic nursing.Methods Using the self-designed visiting information questionnaire of elderly patients,a descriptive statistics was conducted involving general state of health,visiting scope,classification,effectiveness and demand of health education in a variety of departments of medicine,surgery,dermatology,obstetrics and gynecology.Results The male and female ratio was balanced in 342 questionnaire.A total of 198 elderly patients（57.9%） were accompanied to consult doctors while 209 patients（61.11%） preferred to tertial hospitals.A total of 238 patients（69.59%）could find the departments according to the indicative marks and get familiar with the electronic calling number system.Totally 240 patients（70.18%） completed the visiting procedure within one hour.Altogether 261 patients（76.31%）were satisfied with doctor and nurses＇ work and only 81 patients（23.68%） were unsatisfied.The needs of safe medication were badly required in health education.Conclusion With the accelerated aging process,tertial hospitals should not only enhance the outpatient clinic hardware construction,but strengthen management and nursing personnel construction,regulate nursing content,improve visiting procedure,strengthen medical treatment and nursing safety so as to improve the visiting effectiveness and consultation satisfaction of elderly patients.

关 键 词：门诊 老年患者 就诊流程 就诊满意度 

分 类 号：R197.323[医药卫生—卫生事业管理]