走动式管理应用在门诊导诊护理质量管理中的价值  

The Value of Walking Management Application in Quality Management of Outpatient Guidance and Nursing

作　　者：杜金凤[1] DU Jinfeng(Outpatient Department,Zaozhuang Municipal Hospital,Zaozhuang,Shandong Province,277100 China)

机构地区：[1]枣庄市立医院门诊部,山东枣庄277100

出　　处：《中国卫生产业》2022年第6期98-101,共4页China Health Industry

摘　　要：目的分析走动式管理应用在门诊导诊护理质量管理中的价值。方法2020年1—12月对18名门诊护理人员实施门诊常规管理(对照组),2021年1—12月对18名门诊护理人员实施走动式管理(研究组)。分析比较两组患者的门诊等候时间、护理满意度,两组护理人员的护理质量,及其对门诊导诊护理质量管理的评价。结果研究组患者挂号等候时间、辅助检查等候时间明显缩短,差异有统计学意义(P<0.05)。研究组护理质量中分诊护理、药物管理、导诊服务、宣教水平、院感控制、规范行为评分高于对照组,差异有统计学意义(P<0.05)。研究组患者对护理操作、接诊流程、服务态度、就诊环境、语言仪表满意度评分显著高于对照组,差异有统计学意义(P<0.05)。研究组对门诊工作效率提高、就医环境改善、患者配合度提高、投诉减少、各单元沟通协作增强赞同率高于对照组,差异有统计学意义(P<0.05)。结论走动式管理应用在门诊导诊护理质量管理中,可缩短患者门诊等候时间,提高护理质量及护理满意度。Objective To analyze the value of ambulatory management in the quality management of outpatient guidance and nursing.Methods From January to December 2020,outpatient routine management was performed on 18 outpatient nurses(control group).From January to December 2021,implemented ambulatory management for 18 outpatient nursing staff(research group).The outpatient waiting time and nursing satisfaction of the two groups of patients were analyzed and compared,and the nursing quality of the two groups of nurses was compared,and their evaluation of the quality management of outpatient guidance nursing was compared.Results The waiting time for registration and auxiliary examination was significantly shortened in the research group,and the difference was statistically significant(P<0.05).The scores of triage nursing,drug management,guide service,publicity and education level,hospital feeling control and normative behavior in the nursing quality of the research group were higher than those of the control group,and the difference was statistically significant(P<0.05).The scores of satisfaction with nursing operations,admission procedures,service attitudes,visiting environment,and language instruments in the research group were significantly higher than that of the control group,and the difference was statistically significant(P<0.05).The research group's approval rate for the improvement of outpatient work efficiency,the improvement of the medical environment,the improvement of the patient's cooperation,the reduction of complaints,and the enhancement of communication and collaboration of each unit is higher than that of the control group,and the difference was statistically significant(P<0.05).Conclusion The application of ambulatory management in outpatient guidance nursing quality management can shorten patients'outpatient waiting time and improve nursing quality and nursing satisfaction.

关 键 词：走动式管理 门诊 导诊 护理质量 护理管理 

分 类 号：R47[医药卫生—护理学]