急诊就诊流程满意度调查分析  

Satisfaction investigation and analysis of the emergency process

作　　者：周文华[1] 史冬雷[1] 田丽源[1] 郁枫[1] 胡英莉[1] 刘晓颖[1] 

机构地区：[1]北京协和医院急诊科,北京100730

出　　处：《护理学杂志》2016年第15期51-53,64,共4页Journal of Nursing Science

摘　　要：目的调查患者对急诊就诊流程的满意度,分析该流程的不足,优化急诊就诊流程。方法应用自行设计的急诊就诊流程满意度调查表对急诊就诊的1 425例患者或家属进行调查。结果导诊台、建卡挂号处、分诊台、候诊区、抽血处、输液室设施标识满意率均在70.00%以上;导诊、建卡挂号、分诊等流程等候时间满意率均在70.00%以上;而候诊及使用平车等候时间满意率仅56.56%和57.60%;80.00%以上患者在导诊、建卡挂号、分诊、抽血、输液流程等候时间<5min,而27.68%患者候诊时间>10min。就诊最不便的流程包括候诊、平车使用、抽血及输液4方面。结论急诊科亟需改善抽血处、候诊区、输液室的设施标识,缩短候诊及平车使用流程的等候时间,大力改进急诊就诊流程不便之处,持续优化急诊就诊流程,以改善人民群众就医体验,提高患者满意度。Objective To investigate patients＇ satisfaction of the emergency process , and to analyze the shortage of the process and optimize the process. Methods Totally 1425 patients or family members were investigated adopting the self-designed questionnaire regarding emergency process satisfaction. Results The satisfaction of facilities and identifications in patient assisstance desk, registration office, triage, waiting area, blood-drawing area and transfusion room were above 70.00%, the satisfaction of the waiting time in the process of emergency guidance, registration , triage and so on were also above 70.00%, while it was only 56.56%and 57.60% in the process of use of flatcar and waiting. More than 80.00% patients waited less than 5 minutes in the process of emergency guidance, registration, triage, blood-drawing and transfusion, while 27. 68% patients waited more than 10 minutes in waiting to see the doctor. The most inconvenient process were waiting to see the doctor, use of flatcar, drawing blood and transfusion. Conclusion Facilities and identifications in blood-drawing area, waiting room and transfusion room should be improved immediately, the time waiting to see the doctor and using of flatcar should be shortened, and the inconvenient process should be im proved to optimize emergency process, improve patients＇ experience and satisfaction.

关 键 词：急诊 就诊流程 满意度 

分 类 号：R47[医药卫生—护理学] C931.3[医药卫生—临床医学]