出入院流程分布式管理对医患友好度的影响  

Effect of admission-discharging distributed management on the relationship between patients and medical staffs

作　　者：陈瑜[1] 毛丽洁[2] 郑梦静 黄道琼[1] 贺彩芳[3] 

机构地区：[1]温州医科大学附属第一医院介入-皮肤病区,325000 [2]温州医科大学附属第一医院规划发展处,325000 [3]温州医科大学附属第一医院护理部,325000

出　　处：《中华现代护理杂志》2015年第24期2943-2945,共3页Chinese Journal of Modern Nursing

摘　　要：目的：探讨实施护士站出入院办理流程分布式管理的特点和实践效果,并分析新流程对护理医患友好度的影响。方法归纳总结基于互联网技术的护士站出入院流程的分布式管理再造方法,比较改造前后患者的就医体验满意度和新流程使用情况。结果实施流程改造后患者对入院流程、出院流程、缴费方式、服务态度、医疗信息获取的满意度分别为96.0%,97.0%,94.0%,98.0%,90.0%,均优于实施前,差异有统计学意义（P〈0.01）。改造流程实施7个月后,使用新流程办理入院手续和出院手续的患者比例达47.50%和57.26%。结论护士站实行出入院手续分布式管理能明显减少患者的办理环节,提高医患友好度。Objective To introduce admission-discharging distributed management characteristics and practice in nurse station, to analyze the new process value in improving nurse-patient friendliness. Methods The method of admission-discharging distributed management had been re-engineering which based on internet technology in nursing station, and been compared patients satisfaction with the status before. We explored the utilization of new process. Results The patients′satisfaction were 96. 0%, 97. 0%, 94. 0%, 98. 0%, 90. 0%for admission process, discharging process, payment method, service attitude, and medical information acquirement after re-engineering that all were better than before （P〈0. 01）. 7 months after re-engineering, the rate of admission and discharging by new process reached 47. 50% and 57. 26%. Conclusions After carrying out the admission-discharging distributed management in nurse station, the section of admission and discharging are reduced, and the nurse-patient friendliness have been improved.

关 键 词：出入院流程 分布式管理 医患友好度 满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]