深圳市院前急救分站使用《院前出车流程量化评分表》对提高病人满意度的效果分析  

Analysis of Improvement of Patients' Satisfaction after Using Quantitative Scale Table of Pre-hospital Drive Procedure in Shenzhen Pre-hospital First Aid Substation

作　　者：张岸林[1] 刘兰香[1] 钟育红[1] 张贵昌[1] 彭家桃[1] 

机构地区：[1]深圳市福田区人民医院急诊科,深圳518033

出　　处：《数理医药学杂志》2016年第7期1101-1103,共3页Journal of Mathematical Medicine

摘　　要：目的:总结某市院前医疗急救工作经验,探讨使用院前出车评价表后对提高院前急救能力与患者满意度的可行性。方法:根据院前急救分站的实际情况,针对工作流程,医院领导组织讨论小组制定一份可量化并实效性强的评分表,发放给3处急救分站,安排专人客观评价每次出车情况,并记录患者的满意度,得出结果与另3处未用量化评分表的急救分站对比。结果:在使用量化评分表后,观察组的空车率与改派率明显低于对照组,出车时间与总反应时间也明显缩短。此外患者及其家属对护士、医生、驾驶员的急救团队满意度也明显提高,给予肯定。结论:加强工作流程管理,采用量化评分表能够使责任落实到个人,强化各级医护人员的急救意识,对提高病人满意度有积极作用。Objective：To summarize our experience in pre-hospital emergency medical treatment,and discuss the feasibility of improving pre-hospital emergency ability and patients＇satisfaction by using quantita-tive scale table of pre-hospital drive procedure.Methods：According to the actual situation of pre-hospital first aid substation,in view of the working process,the hospital leadership group discussed to have a quantifiable and effective scale table,distributed to three first aid stations,arranged specialized personnel to evaluate the car use and recorded the patient＇s satisfaction.Results with the other three are unused quantitative assessment of emergency substation.Results：After the use of quantitative scale,the rate of empty and reassigning rate of observation group was obviously lower than that of the control group,the departure time and total re-sponse time are also significantly shorter than before.In addition,the family members＇satisfaction to nurses, doctors,patients and the whole first aid team also increased significantly,and they show positive attitude to the team＇s work.Conclusion：To strengthen the workflow management and use quantitative assessment can make everyone shoulder corresponding responsibility,and strengthen emergency medical consciousness for everyone,which has positive influence on patients＇satisfaction.

关 键 词：院前急救 院前出车 量化评分表 满意度 

分 类 号：R19[医药卫生—卫生事业管理]