门诊化疗流程再造的应用及评价  

Application and Effect Assessment of the Redesign of the Process of Outpatients' Chemotherapy

作　　者：张笑平[1] 胡敏[1] 陈艳[1] 祁智[2] 李丽[1] 徐立[1] 

机构地区：[1]第二军医大学长海医院急诊科,上海200433 [2]第二军医大学东方肝胆外科医院监护室,上海200438

出　　处：《解放军医院管理杂志》2016年第8期703-706,共4页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨门诊化疗流程的再造对减少化疗患者救治排队时间及提高患者、专职化疗护士满意度的效果。方法通过采用传统流程回顾分析,将传统流程改革为适合目前患者需求的门诊化疗流程,通过对救治时间及满意度的分析,对流程再造后的效果进行评价。结果门诊化疗流程再造后,患者排队花费总时间、药房排队时间、输液登记排队时间均较改革前减少,差异有统计学意义(P<0.01);患者在流程、健康教育、护理服务、隐私保护方面满意度提高,其中患者在流程和健康教育两方面差异有统计学意义(P<0.05),专职化疗人员在流程、工作环境上的满意度较改革前提高,差异有统计学意义(P<0.05)。结论门诊化疗流程再造可以减少患者排队花费总时间、药房排队时间、输液登记排队时间,提高患者及专职化疗人员的满意度,为门诊化疗的护理工作提供借鉴。Objective The study is to explore whether redesigning the process of outpatients＇ chemotherapy can reduce queuing time and improve the satisfaction rate of patients and allied chemotherapy nurses. Methods We transformed the traditional process into a process that meets patients＇ need through a retrospective analysis and assessed the effectiveness of the redesigned process through the analysis of treatment time and satisfaction rate.Results After the redesign of the process of outpatients＇ chemotherapy,there was a statistically significant difference（ P〈0. 01） in total queuing time and queuing time for pharmacy and infusion registration. Also patients＇ satisfaction rate is increased in terms of the new process,health education,care services and protection of privacy.Especially for the new process and health education,the increase is statistically significant（ P〈0. 05）. Lastly,chemotherapy nurses＇ satisfaction rate has been improved in terms of the new process and the working environment,compared with those before the reform,and the difference is statistically significant（ P〈0. 05）. Conclusion Redesigning the chemotherapy process can help reduce patients＇ total queuing time and queuing time for pharmacy and infusion registration,and improve the satisfaction rate of both patients and full-time nurses,which can provide reference for clinical administration of outpatients＇ chemotherapy.

关 键 词：门诊化疗 流程再造 化疗流程 

分 类 号：R197.32[医药卫生—卫生事业管理]