运用企业识别系统理念提升门诊服务质量探讨  

The application effect of corporate identity system in outpatient service quality management

作　　者：梁洁[1] 刘鹤[1] 杨俊明[1] 李婷婷[1] LIANG Jie;LIU He;YANG Junming;LI Tingting(Out-patient Department,Nanfang Hospital,Southern Medical University,Guangzhou 510515,China)

机构地区：[1]南方医科大学南方医院门诊部

出　　处：《中国医药科学》2019年第13期163-165,211,共4页China Medicine And Pharmacy

基　　金：广东省医学科学技术研究基金项目(A2017201);南方医科大学思想政治教育研究课题(XCBKT2017-10);南方医科大学南方医院院级教育研究课题(17NJ-YB16)

摘　　要：目的系统地运用企业识别系统(CIS)理念,改造门诊服务流程和体系,提升门诊服务质量。方法运用CIS理念从视觉识别、理念识别和行为识别三个方面,进行门诊流程、空间、信息系统改造,并比较干预前后患者就诊等候时间、患者满意度、员工离职率和文明用语规范使用率等评估门诊服务质量。结果干预后患者就诊等候时间较干预前缩短;满意率高于干预前,干预前后比较差异有统计学意义(P<0.05)。结论将CIS理念应用到门诊服务质量管理中,可系统有效的提升门诊服务质量。Objective To systematically apply the concept of enterprise identification system (CIS) to reform the outpatient service process and system and improve the quality of outpatient service. Methods The outpatient service quality was evaluated by using CIS concept from three aspects:visual recognition,concept recognition and behavior recognition.The outpatient service flow,space and information system were reformed.The waiting time,patient satisfaction,employee turnover rate and civilized usage rate before and after intervention were compared to evaluate outpatient service quality.Results The waiting time of patients after intervention was shorter than that before intervention.Compared with before intervention,before and after intervention,the difference was statistically significant(P < 0.05). Conclusion Applying CIS concept to the quality management of outpatient service can improve the quality of outpatient service systematically and effectively.

关 键 词：门诊 企业识别系统 服务质量 护理 

分 类 号：R197.3[医药卫生—卫生事业管理]