优化门诊护理分诊流程对分诊准确率及患者满意度的影响  

Impact of Optimizing Outpatient Nursing Triage Process on Triage Accuracy and Patient Satisfaction

作　　者：吴秀文[1] WU Xiuwen(Outpatient Department,Sanming First Hospital Affiliated to Fujian Medical University,Sanming Fujain 365000,China)

机构地区：[1]福建医科大学附属三明市第一医院门诊部,福建三明365000

出　　处：《中国继续医学教育》2020年第28期186-189,共4页China Continuing Medical Education

摘　　要：目的研讨优化分诊流程在门诊护理管理中的应用及对分诊准确率、患者满意度的改善作用。方法随机抽选医院门诊2018年3月—2020年1月接诊治疗的患者100例,按照就诊先后顺序进行组别设计,A组(n=50)按常规分诊流程护理,B组(n=50)接受优化门诊护理分诊流程干预,比较两组的分诊准确率及患者满意情况。结果B组患者的分诊准确率为98.0%,较A组的分诊准确率84.0%提高更显著,P<0.05,差异有统计学意义。问卷调查显示,B组患者在服务态度、分诊环境以及护患沟通等各项满意度评分方面均明显高于A组,P<0.05,差异有统计学意义。结论医院门诊分诊流程的优化,能够有效提高分诊准确率,获得患者对门诊护理管理工作的进一步认可。Objective To investigate the application of optimizing triage process in outpatient nursing management and its effect on improving triage accuracy and patient satisfaction.Methods Randomly selected 100 patients who were treated in our outpatient clinic from March 2018 to January 2020.Group design was performed according to the order of visits.Group A(n=50)was treated according to the routine triage process.Group B(n=50)Received the intervention of the optimized outpatient nursing triage process,and compared the triage accuracy and patient satisfaction between the two groups.Results The accuracy of triage of patients in group B was 98.0%,which was more significant than the accuracy of triage of group A in 84.0%,P<0.05,which was statistically significant.Questionnaire survey showed that patients in group B had significantly higher satisfaction scores in service attitude,triage environment,and nurse-patient communication than group A,P<0.05,which was statistically significant.Conclusion The optimization of outpatient triage process in hospitals can effectively improve the accuracy of triage and obtain further recognition of outpatient nursing management by patients.

关 键 词：门诊 护理管理 优化分诊流程 分诊准确率 患者满意度 改善作用 

分 类 号：R197[医药卫生—卫生事业管理]