关键接触点管理理论在患者就医体验中的应用研究  

Application of Pritical Contact Point Management Theory in Patients'Medical Experience

作　　者：王静[1] 石春静[1] 王宪辉[1] WANG Jing;SHI Chunjing;WANG Xianhui(Department of Neurology,Liaocheng People's Hospital,Liaocheng Shandong 252000,China)

机构地区：[1]聊城市人民医院神经内科,山东聊城252000

出　　处：《中国卫生标准管理》2022年第2期190-194,共5页China Health Standard Management

摘　　要：目的探讨关键接触点管理理论的应用,对优质护理服务措施落实对提高患者就医获得感的效果进行评价。方法选取2020年5—6月住院患者105例为对照组,选取2020年8—9月住院患者100例为观察组。对护士进行礼仪培训、规范文明服务用语、改变排班方式及部分班次职责与流程等改进。通过发放问卷调查的方式比较改进前后两组入院日接诊及时性、评估及时性、评估全面落实、个性化需求满足落实及人员介绍到位落实;比较患者住院期间,两组主动巡视落实、问题答疑落实、呼叫铃等待接听用时、用药指导落实、操作前告知及出院前教育落实;比较两组患者出院日的出院宣教落实、满意度、意见征求落实及治疗依从。结果观察组入院日接诊及时性、评估及时性、评估全面落实、个性化需求满足落实、人员介绍落实、主动巡视落实、问题答疑落实、呼叫铃等待接听用时、用药指导落实、操作前告知落实、出院前教育落实及患者出院日的出院宣教落实、满意度、意见征求落实、治疗依从均优于对照组,差异有统计学意义(P<0.05)。结论病房应用关键接触点管理理论,通过规范护士的服务行为、改变排班模式,可以提高患者和家属满意度,促进优质护理服务的持续发展。Objective To explore the key contact point management theory to guide the implementation of high quality nursing service measures,and to evaluate the effect of improving patients'sense of medical treatment.Methods A total of 105 inpatients from May to June in 2020 were selected as the control group,and 100 inpatients from August to September in 2020 were selected as the observation group.Etiquette training for nurses,standardization of civilized service language,changes in scheduling methods,and improvements in some shifts'responsibilities and processes.The timeliness of admission,timeliness of assessment,comprehensive rate of assessment,satisfaction rate of personalized needs and implementation rate of personnel introduction were compared between the two groups before and after the improvement;during hospitalization,the active patrol rate,question answering rate,waiting time of call bell answering,implementation rate of medication guidance,notification rate before operation and implementation rate of education before discharge were compared between the two groups;the discharge education rate,satisfaction,opinion solicitation rate and treatment compliance rate of the two groups were compared by issuing questionnaires.Results The observation group's timeliness of admission,timeliness of assessment,comprehensive rate of assessment,satisfaction rate of personalized needs,implementation rate of personnel introduction,active patrol rate,question answering rate,waiting time of call bell answering,implementation rate of medication guidance,notification rate before operation,implementation rate of pre discharge education,discharge publicity and education rate,satisfaction,comment solicitation rate,the treatment compliance rate were better than those of the control group,and the differences were statistically significant(P<0.05).Conclusion The application of critical contact point management theory in neurology ward can regulate the service behavior of nurses and change the scheduling mode,which can improve the satisfacti

关 键 词：接触点 排班 流程 职责 优质护理 服务 满意度 

分 类 号：R47[医药卫生—护理学]