护士换位体验优化就诊流程提升眼科门诊护理质量  

To improve quality of nursing in Ophthalmology Outpatient by optimizing treatment process

作　　者：杨玉琼[1] 罗兴莉[1] 冉莉君[1] 郝婷静 邓小丽[1] 周金梅[1] 胡阔[1] 欧东[1] 梁泽平[1] Yang Yuqiong Luo Xingli Ran Lijun Hao Tingjing Deng Xiaoli Zhou Jinmei Hu Kuo Ou Dong Liang Zeping(Department of Ophthalmology, Research Institute of Surgery, Daping Hospital, Third Military Medical Universisy , Chongqing 400042, Chin)

机构地区：[1]第三军医大学大坪医院野战外科研究所眼科,重庆400042

出　　处：《中华现代护理杂志》2016年第25期3658-3660,共3页Chinese Journal of Modern Nursing

摘　　要：目的：优化眼科患者就诊流程，提升患者满意度和护理服务质量。方法由大坪医院眼科护士长带队外院换位体验就诊，对就诊体会进行总结，针对存在的问题予以改进：通过门诊工作流程再造，门诊实行挂号预约制，成立回访办公室，做好延续护理，开展“我是病人”活动，培训沟通能力和沟通技巧构建和谐医患关系，加强健康宣教等护理服务措施，比较2014年和2015年眼科门诊患者待诊时间、患者满意度及有效投诉率。结果开展护士换位体验就诊后门诊患者待诊时间缩短，差异有统计学意义（P〈0.05）；开展护士换位体验就诊后患者的满意度显著提高，差异有统计学意义（P〈0.05）；门诊有效投诉率减少。结论优化眼科患者就诊流程有利于缩短眼科患者待诊时间，提高眼科门诊患者满意度，从而提升护理质量。Objective To optimize the treatment process of patients in Ophthalmology Outpatient, so as to enhance patient′s satisfaction and quality of care service. Methods The nurse manager of Department of Ophthalmology experienced treatment process in other hospital with team and summarized the feeling of other hospital′s treatment process, and improve the treatment process according to the existed problems including reconstruction of Outpatient work process, the implementation of registration system in Outpatient, building up Office of Returning Visit, doing extended nursing, developing “I am patient” activity, training communication ability and skills for constructing doctor-patient relationship, strengthening health education and other nursing services. Results 2014 and 2015 in Ophthalmology Outpatient of our hospital, the patients′ waiting time for treatment became short after carrying out the experience of nurses′transposition experience （ P〈0.05） , and the patients′satisfaction were significantly improved after exchanging （ P〈0. 05 ） , as well as the reduction of effective complaint rate （P〈0.05）.Conclusions To optimize the treatment process of patients in Department of Ophthalmology can shorten the time of treatment waiting time, improve the satisfaction of outpatients, so as to improve the quality of nursing service.

关 键 词：优化就诊流程 眼科门诊 护理质量 

分 类 号：R473.77[医药卫生—护理学]