优质服务在门诊管理中的应用效果评价  

Evaluation of Application Effect of Quality Service in Outpatient Management

作　　者：桑鹏 韩璐[1] 陈博年[1] SANG Peng;HAN Lu;CHEN Bonian(Tianjin Huanhu Hospital,Tianjin 300350,China)

机构地区：[1]天津市环湖医院,天津300350

出　　处：《天津科技》2021年第11期14-15,19,共3页Tianjin Science & Technology

基　　金：天津市医院协会课题医院管理研究项目“基于信息化与三级管理下的医院感染爆发早期预警及干预效果研究”(2019zz09)。

摘　　要：为观察门诊管理中应用优质服务的效果,选取天津市环湖医院门诊接收的患者126例,时间均为2019年8月—2020年9月间,随机分为对照组(常规门诊护理)和观察组(优质服务),比较2组干预前后心理状态评分、满意度及护患纠纷发生率。结果显示,干预后观察组心理状态评分低于对照组,且观察组满意度高于对照组,护患纠纷发生率低于对照组,差异显著(P<0.05)。这表明门诊管理中应用优质服务可改善患者的心理状态,降低护患纠纷发生的同时提高其对护理工作的满意度。In order to observe the effect of applying high-quality services in outpatient management,126 outpatients from Tianjin Huanhu Hospital from August 2019 to September 2020 were randomly divided into a control group(routine outpa-tient care)and an observation group(high-quality service).The psychological state scores,the nursing satisfaction and the incidence of nurse-patient disputes before and after intervention were compared between the two groups.The results show that after the intervention,the psychological state score of the observation group is lower than that of the control group,the nursing satisfaction of the observation group is higher than that of the control group,and the incidence of nurse-patient disputes is lower than that of the control group.The difference is significant P<0.05.This indicates that the application of highquality service in outpatient management can improve the psychological state of patients,reduce the occurrence of nursepatient disputes and increase their satisfaction with nursing work.

关 键 词：门诊管理 优质服务 心理状态 护患纠纷 满意度 

分 类 号：R47[医药卫生—护理学]