基于JCI标准的管理模式在医院门诊管理中的应用效果及对管理满意度的影响研究  

Research on the Application Effect of Management Model Based on JCI Standard in Hospital Outpatient Management and Its Infl uence on Management Satisfaction

作　　者：武迪 WU Di(The First People’s Hospital of Xuzhou)

机构地区：[1]徐州市第一人民医院

出　　处：《中国标准化》2023年第8期251-254,共4页China Standardization

摘　　要：目的:探讨基于JCI标准的管理模式在医院门诊管理中的应用效果及对管理满意度的影响。方法:选择2020年3月-2022年3月医院门诊就诊患者6492名作为对象,对照组n=3246例采用常规方法管理,观察组n=3246例联合基于JCI标准的管理模式,两组均完成3个月管理,比较两组管理质量、患者负性情绪及管理满意度。结果:观察组管理3个月后就医等待、化验单打印、检查预约、取药等待及检查服务评分高于对照组(P<0.05);观察组管理3个月管理方法、服务态度、管理内容、管理效果及沟通技巧满意度高于对照组(P<0.05)。结论:基于JCI标准的管理模式用于医院门诊管理中,有助于提升管理质量,降低患者焦虑及抑郁情绪,有助于提升管理满意度,值得推广应用。Objective:To explore the application effect of the management model based on JCI standard in hospital outpatient management and its impact on management satisfaction.Methods:6492 outpatients from March 2020 to March 2022 were selected as the research objects.3246 patients in the control group were managed by conventional methods,and 3246 patients in the observation group were managed by the management model based on JCI standards.Both groups completed the three-month management,and the management quality,patients’negative emotions and management satisfaction between the two groups were compared.Results:After 3 months of management,the scores of waiting for medical treatment,printing of test sheet,inspection appointment,waiting for drug taking and inspection service in the observation group were higher than those in the control group(P<0.05);The satisfaction of management method,service attitude,management content,management effect and communication skills in the observation group was higher than that in the control group(P<0.05).Conclusion:The management model based on JCI standard used in hospital outpatient management is helpful to improve the management quality,reduce patients’anxiety and depression,and improve management satisfaction,which is worth popularizing.

关 键 词：JCI标准 管理模式 医院门诊 管理质量 负性情绪 

分 类 号：R197.32[医药卫生—卫生事业管理]