品管圈在提高门诊患者体验合格率中的应用  

Application of quality control circle in improving the experience qualification rate of outpatients

作　　者：赵文波[1] 井鸿雁[2] 艾玲玲[1] ZHAO Wenbo;JING Hongyan;AI Lingling(Outpatient Department,China-Japan Union Hospital of Jilin University,Changchun 130033,China;Department of Orthopaedics,China-Japan Union Hospital of Jilin University,Changchun 130033,China)

机构地区：[1]吉林大学中日联谊医院门诊,长春130033 [2]吉林大学中日联谊医院骨科,长春130033

出　　处：《长春中医药大学学报》2020年第4期784-787,共4页Journal of Changchun University of Chinese Medicine

基　　金：吉林大学横向课题(3R21913943430)。

摘　　要：目的探讨品管圈(QCC)活动在提高门诊患者体验合格率中的应用效果。方法随机选取2019年7月15日-21日QCC活动实施前800名门诊患者,对其进行患者体验调查结果作为对照组;将2019年10月14日-20日实施QCC活动后800名门诊患者,对其进行患者体验调查结果作为观察组。对照组行门诊常规护理,观察组在此基础上开展QCC活动,比较2组门诊患者就医体验合格率。结果 QCC活动开展后门诊患者体验合格率由45.80%提高到80.05%,医院环境与就诊便利性合格率由23.79%提高到48.86%,医疗信息可及性合格率由31.17%提高到60.90%,医患沟通有效性合格率由44.15%提高到80.17%,2组比较差异均有统计学意义(P<0.05)。结论通过开展QCC活动,提高了门诊患者体验合格率,提高了员工的工作积极性,提高了门诊护理质量水平。Objective To explore the effect of Quality Control Circle (QCC) activity in improving the rate of out-patient experience qualification.Methods A total of 800 outpatients before the implementation of QCC from July 15 to July 21,2019,were randomly selected as the control group,and 800 outpatients after the implementation of QCC from October 14 to October 20,2019 as the control group.The results of patient experience investigation were used as the experimental group.The control group received routine outpatient care,the experimental group developed QCC activities on this basis,and the experience qualified rates of outpatient patients were compared between the two groups.Results After QCC activity,the eligible rate of outpatients’ experience was increased from 45.80% to 80.05%,the eligible rate of hospital environment and visiting convenience was increased from 23.79% to 48.86%,and the eligible rate of medical information access was increased from 31.17% to 60.90% The eligible rate of doctor-patient communication was increased from 44.15% to 80.17% (P<0.05).Conclusion The QCC activities can improve the out-patient experience qualified rate,improve the work enthusiasm of staff,and improve the quality of out-patient care.

关 键 词：品管圈 门诊 患者体验 

分 类 号：R473.5[医药卫生—护理学]