基于“互联网+”的慢性病患者门诊就诊流程优化管理模式探索实践  

Exploration and practice of optimizing management mode of outpatient service process for chronic disease patients based on Internet plus

作　　者：王鹂 金娟 郑春燕 WANG Li;JIN Juan;ZHENG Chunyan(Department of Nursing,Shangrao Second People′s Hospital,Jiangxi Province,Shangrao334000,China;Department of Nursing,the Second People′s Hospital of Xinzhou District,Jiangxi Province,Shangrao334000,China;Department of Medical,Shangrao Second People′s Hospital,Jiangxi Province,Shangrao334000,China)

机构地区：[1]江西省上饶市第二人民医院护理部,江西上饶334000 [2]江西省上饶市信州区第二人民医院护理部,江西上饶334000 [3]江西省上饶市第二人民医院内科,江西上饶334000

出　　处：《中国当代医药》2022年第9期126-129,共4页China Modern Medicine

基　　金：江西省卫生健康委科技计划项目(202140945)。

摘　　要：目的探讨基于“互联网+”的门诊就诊流程优化管理模式在慢性病患者中的应用效果。方法选取2019年3月至2021年3月上饶市第二人民医院门诊接收的慢性病患者170例作为研究对象,按照入院先后顺序将其分为对照组和观察组,每组各85例。对照组采取常规管理,观察组采取基于“互联网+”的流程优化管理。比较两组的门诊预约率、投诉率、就诊时间和护理满意度。结果观察组门诊预约率高于对照组,投诉率低于对照组,差异有统计学意义(P<0.05)。观察组挂号时间、就诊时间、收费时间和取药时间均短于对照组,差异有统计学意义(P<0.05)。观察组护理满意度的就医环境、就诊方式、隐私保护、沟通交流、服务态度评分均高于对照组,差异有统计学意义(P<0.05)。结论基于“互联网+”的流程优化管理模式能够提高慢性病门诊预约率,减少护理投诉发生,有效缩短患者就诊时间,促进护理满意度提升。Objective To explore the application effect of the optimized management mode of outpatient service process for chronic diseases patients based on Internet+.Methods A total of 170 patients with chronic diseases admitted to the outpatient of the Second People′s Hospital of Shangrao from March 2019 to March 2021 were selected as the research objects,and they were divided into control group and observation group according to the order of admission,with 85 cases in each group.The control group adopted routine management,and the observation group adopted process optimization management based on"Internet+".The outpatient appointment rate,complaint rate,visit time and nursing satisfaction were compared between the two groups.Results The outpatient appointment rate in the observation group was higher than that in the control group,and the complaint rate was lower than that in the control group,the differences were statistically significant(P<0.05).The registration time,visiting time,charging time and taking time of the observation group were shorter than those of the control group,the differences were statistically significant(P<0.05).The score of nursing satisfaction in the observation group was higher than that in the control group in terms of medical environment,medical treatment,privacy protection,communication and service attitude,the differences were statistically significant(P<0.05).Conclusion The process optimization management mode based on the Internet plus can improve the appointment rate of outpatients with chronic diseases,reduce the incidence of nursing complaints,shorten the time of patients′visit and promote the satisfaction of nursing.

关 键 词：慢性病 流程优化管理 互联网+ 门诊就诊 预约率 投诉率 护理满意度 

分 类 号：R197.1[医药卫生—卫生事业管理]