基于协同治理理论的门诊医管分工合治实践与探索  

Practice and Exploration of Division and Integration of Medical Management in Outpatient Department Based on the Theory of Collaborative Management

作　　者：王婷 张成[3] 李春雨 焦阳阳 钱东福 陈家应 徐婕[5] 许春红[5] 陈铭霞[5] 陈彦[4,5] WANG Ting;ZHANG Cheng;LI Chun-yu(Medical College,Nanjing Medical University,Nanjing,Jiangsu,211166,China;不详)

机构地区：[1]南京医科大学医政学院,江苏南京211166 [2]南京医科大学附属克州人民医院,新疆阿图什845350 [3]南京医科大学第一附属医院妇幼分院,江苏南京210036 [4]南京医科大学健康江苏研究院,江苏南京211166 [5]南京医科大学第一附属医院,江苏南京210029

出　　处：《中国医院管理》2021年第7期47-51,共5页Chinese Hospital Management

基　　金：国家自然科学基金项目(81571873);江苏省医学重点人才项目(ZDRCA2016016);江苏省妇幼保健协会科研项目(FYX201915)。

摘　　要：目的基于协同治理理论,以江苏省人民医院门诊部实践为例,对医院门诊的管理模式进行有关探索与实践。方法设立22个题项,采用李克特量表(Likert7)计分法,分值的量化设计等级对应1~7分,所采集的数据应用SQ评估模型、SPSS软件对2019年(对照组)、2020年(研究组)的门诊服务质量进行对比分析。结果通过协同治理理论,对门诊治理过程、效果进行梳理分析,可得出采用门诊"内—外"双循环服务工作模式,使门诊服务质量显著增高、业务量稳步增长、患者满意度提高。结论江苏省人民医院门诊部根据服务需求和特点,所建立的"内—外"双循环分工合治管理模式改善了医疗服务,具有一定的复制和推广意义。Objective Based on the theory of collaborative governance and taking the practice of the Outpatient De⁃partment of Jiangsu Provincial People’s Hospital as an example,the paper explores and practices the management mode of the Outpatient Department of the hospital.Methods Setting up 22 items,using the Likert Scale(Likert7)scoring method,the quantitative design of score level corresponding to 1~7 points,collecting the data of SQ evalua⁃tion model,and applying SPSS software to analyze the Outpatient service quality in 2019(control group)and 2020(research group).Results Through the Theory of Collaborative Governance,the treatment process and effect of the Outpatient service are combed and analyzed.It can be concluded that the use of the“in-outside”double-cycle ser⁃vice mode of the Outpatient service can significantly increase the service quality of the Outpatient service,steadily increase the volume of business,and improve patient satisfaction.Conclusion According to the service needs and characteristics of the Outpatient Department of Jiangsu Province Hospital,the management mode of“inner-exter⁃nal”double cycle division of labor has improved the medical service,which has a certain significance of replication and popularization.

关 键 词：协同治理 门诊 医管分工合治 

分 类 号：R197.323.2[医药卫生—卫生事业管理]