门急诊护理信息化管理对患者就医满意度的影响  

Effect of outpatient and emergency information system on patients satisfaction with medical treatment

作　　者：向莉 郑晓丹 熊莉娟 杨霞 吴宣[4] 甘淋 Xiang Li;Zheng Xiaodan;Xiong Lijuan;Yang Xia;Wu Xuan;Gan Lin(Department of Emergency,Union Hospital,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430022,China)

机构地区：[1]华中科技大学同济医学院附属协和医院急诊科,湖北武汉430022 [2]华中科技大学同济医学院附属协和医院口腔科,湖北武汉430022 [3]华中科技大学同济医学院附属协和医院护理部,湖北武汉430022 [4]北京协和医院

出　　处：《护理学杂志》2021年第7期69-71,共3页Journal of Nursing Science

基　　金：湖北省自然科学基金项目(2018CFB599);华中科技大学同济医学院附属协和医院药技护专项基金项目(2019-186)。

摘　　要：目的加强门急诊护理信息化环节管理,提高患者门诊服务满意度。方法建立网络平台方便患者预约挂号和预约诊疗,实行自助缴费、自助打印检查报告,整合护士分诊台,护士实施走动式健康教育。结果改进后患者挂号爽约率减少,对门诊服务满意度显著提升,有效投诉率显著下降(均P<0.01)。结论加强门急诊信息化系统管理可不断完善就医流程和体验,满足患者就医需求,提高满意度。Objective To ramp up process management of information system used in outpatient and emergency department,and to improve patient satisfaction.Methods A web platform,which allows patient to make a registration,schedule an appointment,make a payment,and print diagnostic and lab test results,integrates nurse triage function,and allows nurses to give ambulatory health education to patients,was established.Results After improvement with the web platform,the rate of patient missing appointments dropped,while patients satisfaction saw a significant increase,and medical disputes saw a significant reduction(P<0.01 for all).Conclusion Through strengthened management of outpatient and emergency information system,the health-seeking process and patient experience was enhanced,which met the needs of patients and improved their satisfaction.

关 键 词：门急诊 信息化 网络平台 就医流程 护理管理 满意度 

分 类 号：R47[医药卫生—护理学] C931.6[医药卫生—临床医学]