应用信息技术改善门诊护士人力配置及患者就医模式的实践  

Outpatient clinical nurse human resource management and the vertical medical management model both get improved with the Information technology approaching

作　　者：贺彩芳[1] 毛丽洁[2] 陈瑜[3] 

机构地区：[1]温州医科大学附属第一医院护理部,浙江省325000 [2]温州医科大学附属第一医院规划发展处,浙江省325000 [3]温州医科大学附属第一医院肿瘤科,浙江省325000

出　　处：《中国护理管理》2016年第3期298-300,共3页Chinese Nursing Management

基　　金：浙江省自然科学基金项目(LY16G020016)

摘　　要：目的 ：研究信息技术对门诊护士人力配置的影响。方法 ：利用信息技术,开发门诊辅助分诊软件模块,并与114话务台、声讯台联网,实现了24小时、365天不间断分诊、预约服务。利用非医学背景的导医完成签到与就诊秩序的维护或现场就诊患者的分诊、预约工作。统计分诊护士人数,门诊护士人员配置数量与门诊量;比较传统就医模式与改造后就医模式排队次数与候诊时间;分析患者满意度评价结果。结果 ：门诊分诊护士岗位在辅助分诊软件应用下由导医取代。门诊护士的总人数没有随着业务量的增加及院区的扩大而增加人员配置;改造后就医模式比传统就医模式减少2～3个环节,候诊时间从2～3小时甚至更多减少到平均30分钟;患者对分诊工作的满意度及对护士工作的满意度逐年上升。结论 ：利用信息技术开发的辅助分诊软件模块,可以减少门诊护士的人力资源配置,也为门诊就诊患者的预约打下了良好的基础,为垂直就医模式开通了一条新的途径。Objective： This study aimed to evaluate the effects of information technology use with nursing human resource management in outpatient service and implementation of the vertical clinical model. Methods： Based on the clinic triage assistant program linked with 114 attendant console and China Mobile 12580, 7/24 triage and reservation services were conducted. Patients＇ check-in and clinical order maintenance, as well as on-site triage and appointments were carried out by guidance without medical education background. The amount of of triage nurses, clinical nurses to outpatient amount ratio, queuing time and patients＇ satisfaction were designed to evaluate the effect of vertical medical management model. Results： The clinic triage assistant program substituted outpatient triage nurses. The increased workload didn＇t call for additional staff. The vertical clinical model simplified the process, and queuing time was shortened to half an hour. Patients＇ satisfaction to triage and nursing services were improved. Conclusion： Integration of the clinic triage assistant program into outpatient care facilitated nursing human resource management and patients＇ appointment, and provided references to vertical clinical model.

关 键 词：信息技术 门诊分诊 护士人力资源 垂直就医模式 

分 类 号：R47[医药卫生—护理学]