公立医院门急诊服务持续质量改进策略研究  

Study on Continuous Quality Improvement Strategy of Outpatient and Emergency Services in Public Hospitals

作　　者：许咏怡 杨亚军[2] XU Yongyi;YANG Yajun(President's Office of the Party Committee,the Second Affiliated Hospital of Guangzhou Medical University,Guangzhou Guangdong 510260,China;Department of Personnel Section,the Second Affiliated Hospital of Guangzhou Medical University,Guangzhou Guangdong 510260,China)

机构地区：[1]广州医科大学附属第二医院党委院长办公室,广东广州510260 [2]广州医科大学附属第二医院人事科,广东广州510260

出　　处：《中国卫生标准管理》2023年第6期54-57,共4页China Health Standard Management

基　　金：广州市哲学社会科学发展“十四五”规划2021年度共建课题(2021GZGJ75)。

摘　　要：目的探究健康中国背景下公立医院门急诊服务持续质量改进策略及其影响。方法采用回顾性调查研究方法进行数据调查,对2019年1月—2022年12月广东省某地区大型公立医院的门急诊服务情况及数据进行调查研究。其中2019年1月—2020年12月采用常规门急诊服务(设定为实施前组),2021年1月—2022年12月采用健康中国背景下门急诊服务持续质量改进策略进行管理(设定为实施后组),对比管理实施前后的患者满意度情况和医患纠纷发生情况。结果实施后组3721个样本的总体满意度平均分为(87.29±5.22)分,明显高于实施前组4260个样本的(86.09±6.39)分,差异有统计学意义(t=10.092,P=0.001)。实施后组3721个样本的医患纠纷发生率为0.94%,显著低于实施前组4260个样本的3.38%,差异有统计学意义(P<0.05)。结论对于健康中国背景下的公立医院,门急诊服务持续质量改进策略有极好的临床应用价值。Objective To explore the strategies and impact of continuous quality improvement of outpatient and emergency services in public hospitals in the context of healthy China.Methods A retrospective survey was conducted to investigate the outpatient and emergency services and data of a large public hospital in Guangdong Province from January 2019 to December 2022.From January 2019 to December 2020 routine outpatient services was used(set before the group),from January 2021 to December 2022 health China background of continuous quality improvement strategy management was used(set for the group),the management of patient satisfaction and the occurrence of doctor-patient disputes were compared.Results The average score of overall satisfaction of 3721 samples in the post-implementation group was(87.29±5.22)points,which was significantly higher than the average score of overall satisfaction of 4260 samples in the pre-implementation group,which was(86.09±6.39)points,with a significant difference(t=10.092,P=0.001).The incidence of doctor-patient disputes among 3721 samples in the post-implementation group was 0.94%,significantly lower than 3.38%of 4260 samples in the pre-implementation group,with a statistically significant difference(P<0.05).Conclusion The continuous quality improvement strategy of outpatient and emergency services in public hospitals under the background of healthy China has excellent clinical application value.

关 键 词：健康中国 公立医院 门急诊服务 持续质量改进策略 患者满意度 医患纠纷发生率 

分 类 号：R197[医药卫生—卫生事业管理]