流程优化护理分诊对门诊诊疗流程及护理质量的影响  

Research on the effect of high-quality nursing management on the outpatient treatment process and nursing quality

作　　者：麦伟娟[1] 黄秀霞 蓝顺琼[1] Mai Weijuan;Huang Xiuxia;Lan Shunqiong(Outpatient Management Office,the People's Hospital of Gaoming District of Foshan City,528500,China)

机构地区：[1]佛山市高明区人民医院门诊管理办公室,528500

出　　处：《国际护理学杂志》2020年第3期383-385,共3页international journal of nursing

基　　金：佛山市卫生和计划生育局课题(20180404)。

摘　　要：目的探讨流程优化护理分诊对门诊诊疗流程及护理质量的影响。方法选取佛山市高明区人民医院2017年6月至2017年12月150例门诊患者为研究对象(对照组),实施常规护理分诊。选取该院2018年1月至2018年6月150例患者为研究对象(观察组),实施流程优化护理分诊。充分收集患者在门诊诊疗流程中分诊质量、意见及投诉、护患之间纠纷等发生的原因,并针对以上意见进行整体修改,制定流程优化护理分诊措施。比较两组患者分诊诊疗质量、护理质量、投诉事件、护患纠纷及风险事故、差错事件发生率。结果观察组患者门诊分诊诊疗质量明显高于对照组,各方面护理质量明显高于对照组,投诉事件、护患纠纷及风险事故、差错事件发生率均明显低于对照组,差异有统计学意义(均P<0.05)。结论流程优化护理分诊能够改善门诊分诊的诊疗质量,使患者较快地就诊完毕,且患者获得了较好的护理,减少了门诊中投诉、差错等不良事件的发生率,对门诊护理工作具有重要作用。Objective To explore the influence of process optimization nursing triage on outpatient treatment process and nursing quality.Methods A total of 150 outpatients in Gaoming District People's Hospital of Foshan City from June 2017 to December 2017 were selected as the study objects(control group)to implement routine nursing triage.150 patients in the hospital from January 2018 to June 2018 were selected as study objects(observation group)to implement process optimization nursing triage.The reasons for the quality of triage,opinions and complaints,and disputes between nurses and patients in the outpatient treatment process were fully collected,and the overall modification of the above opinions was made to optimize the nursing triage measures in the process.The quality of triage diagnosis and treatment,nursing quality,complaints,nurse-patient disputes,risk accidents and error incidents were compared between the two groups.Results The quality of outpatient triage diagnosis and treatment in the observation group was significantly higher than that in the control group,and the quality of nursing in all aspects was significantly higher than that in the control group(P<0.05).Conclusions Process optimization nursing triage can improve the quality of diagnosis and treatment of outpatient triage,so that patients can finish treatment faster,and patients get better care,reduce the incidence of complaints,errors and other adverse events in the outpatient service,has an important role in the outpatient care work.

关 键 词：流程优化护理分诊 门诊诊疗流程 护理质量 分诊诊疗质量 

分 类 号：R47[医药卫生—护理学]