多元化服务在门诊就诊患者中的应用  

Application of diversified services in outpatient department

作　　者：侯曼[1] 廖秀梅[1] 王辉[1] 

机构地区：[1]北京军区总医院门诊部,北京市100700

出　　处：《护理管理杂志》2016年第4期297-299,共3页Journal of Nursing Administration

摘　　要：目的探讨多元化服务在门诊就诊患者中应用效果。方法选取2014年2月至7月门诊就诊的211例患者,接受优化门诊环境和挂号分诊、安装自动叫号系统、建立分诊健康教育系统的多元化服务措施,记录实施前后患者等候时间,调查患者对就诊流程、健康知识知晓情况,以及患者对就诊过程满意度。结果实施多元化服务后患者等候时间为(14.32±3.44)min,低于实施前的(38.57±6.72)min;患者就诊流程知晓率和健康知识知晓率分别为97.63%和98.58%,均高于实施前(P<0.01);患者对门诊环境和服务质量满意度分别为96.68%和98.10%,均高于实施前(P<0.01)。结论多元化服务可更好地体现"以人为本"的服务理念,有助于提高患者就诊效率,提升患者对门诊环境及服务质量的满意度。Objective To evaluate the application effect of diversified services in outpatient department. Methods Totally,211 outpatients were selected from February 2014 to July 2014 and accepted diversified services including optimizing outpatient environment to optimize and triage registration, installation of auto- matic calling system and establishment of health education triage system patient waiting time,health knowledge, as well as patient satisfaction with treatment process were investigated. Results The waiting time of patients in the experimental group was （14.32 ± 3.44） min, which was lower than before （38.57 ± 6.72） min, the awareness rates of treatment processes and health knowledge of patients in the experimental group were 97.63% and 98.58%, both higher than before （ P 〈0.01 ）. The patient satisfaction on outpatient environment and quality of service were 96.68% and 98.10% ,both higher than before （P 〈0.01 ）. Conclusion The diversi- fied services based on triage education system reflects the ＂people -oriented＂ service concept,can improve the efficiency of patient treatment,patient satisfaction on outpatient environment and quality of nursing care.

关 键 词：门诊 多元化服务 护理管理 

分 类 号：R473.5[医药卫生—护理学]