门诊精细化管理在提高患者就医体验方面的价值  

The Value of Outpatient Clinic Management in Improving Patients’ Medical Experience

作　　者：唐小花[1] TANG Xiao-hua(Danyang People's Hospital,Danyang,Jiangsu Province,212300 China)

机构地区：[1]江苏省丹阳市人民医院

出　　处：《中国卫生产业》2019年第34期53-55,共3页China Health Industry

摘　　要：目的分析优化门诊服务对门诊患者就医体验及医护人员满意度的影响。方法选择2016年1—2月门诊就诊患者578例、2018年8—9月门诊就诊患者623例为研究对象,根据优化门诊服务分为实施前(2016年1—2月)、实施后(2018年8—9月)比较实施前后患者就医体验及满意度等指标。结果实施优化门诊服务后,预约挂号就诊明显高于实施前,自助服务系统有效缩短了患者在医院无效停留时间,提高了医生出诊准时率;患者满意度95.18%明显高于实施前84.60%(χ^2=21.686,P<0.01),提高志愿者服务到岗率至100.00%。结论优化门诊服务有助于增加门诊患者预约挂号率,有效缩短候诊时间,增强患者就医愉快体验。Objective To analyze the impact of outpatient service on the medical experience of outpatients and the satisfaction of medical staff.Methods From January to February 2016,578 outpatients were treated in the outpatient department,and 623 outpatients from August to September 2018 were selected as subjects.According to the optimized outpatient service,it was divided into pre-implementation(January to February 2016),after implementation(August to September 2018),the indicators of patient experience and satisfaction were compared before and after implementation.Results After the implementation of the optimized outpatient service,the appointment registration was significantly higher than before the implementation.The self-service system effectively shortened the patient's ineffective stay in the hospital and improved the doctor's outpatient punctuality rate;the patient satisfaction was greater than 95.18%and significantly higher than the pre-implementation 84.60%(χ^2=21.686,P<0.01),to improve the volunteer service rate to 100.00%.Conclusion Optimizing the outpatient service can help increase the appointment registration rate of outpatients,effectively shorten the waiting time and enhance the patient experience.

关 键 词：门诊 精细化管理 就医体验 医院管理 

分 类 号：R7[医药卫生—临床医学]