优质护理服务在门诊预检分诊中的应用及体会  

Application and experience of high quality nursing service in outpatients pre diagnosis

作　　者：聂莉华[1] 

机构地区：[1]江西省丰城市人民医院,江西丰城331100

出　　处：《中国现代医生》2016年第11期144-146,共3页China Modern Doctor

摘　　要：目的探讨门诊预检分诊开展优质护理服务的效果，以提升服务质量，提高服务效率。方法选取2015年2月门诊就诊患者500例为对照组，按常规分诊方法进行分诊；选取2015年5月门诊就诊患者500例为观察组，在常规分诊方法基础上采用优质护理服务，包括转变服务观念、做好心理护理、进行健康宣教。比较两组因分诊失误而发生的挂错号、投诉率及患者满意度。结果观察组挂错号比率低于对照组，差异具有统计学意义（χ^2=6．342，P〈0．05）；观察组无一例投诉，显著低于对照组的投诉率，差异具有统计学意义（χ^2=4．363，P〈0．05）；观察组患者满意度达97．0％，显著高于对照组，差异具有统计学意义（χ^2=8．231，P〈0．05）。结论优质护理服务能明显提高门诊预检分诊质量，提高工作效率，提升患者满意度，使医院获得良好的经济效益和社会效益。Objective To explore application and experience of high quality nursing service in outpatients pre diagnosis, to improve service quality and service efficiency. Methods A total of 500 cases outpatients were selected as the control group in February 2015, were treated with conventional method diagnosing triage; 500 cases outpatients were selected as the observation group in May 2015, were treated with the high quality of nursing service based on the conventional diagnosis method, including the change of service concept, good psychological care, health education. The wrong number of errors and the occurrence of false numbers, complaints rate and patient satisfaction were compared between two groups. Results The wrong number rate in observation group was significantly lower than the control group, there was significant difference （χ^2=6.342,P〈0.05）, and no customer complaints in observation group, was lower than that of control group, the difference was significant （χ^2=4.363 ,P〈0.05）, and the satisfaction in observation group was 97.0%, significantly higher than that of the control group, the difference was significant（χ^2=8.231, P〈0.05）. Conclusion The quality of nursing service can significantly improve outpatients pre triage quality, improve work efficiency, improve patients satisfaction, the hospital can obtain good economic benefit and social benefit.

关 键 词：优质护理服务 门诊预检分诊 满意度 投诉 

分 类 号：R47[医药卫生—护理学]