走动式管理对提高门诊导诊护理质量和服务满意度的影响  

The Impact of Walk-in Management on Improving the Quality of Outpatient Orientation Care and Service Satisfaction

作　　者：帅晶 SHUAI Jing(Outpatient Department,Tengzhou Workers'Hospital,Tengzhou,Shandong Province,277500 China)

机构地区：[1]滕州市工人医院门诊部,山东滕州277500

出　　处：《中国卫生产业》2023年第2期18-21,共4页China Health Industry

摘　　要：目的探讨走动式管理对提高门诊导诊护理质量和服务满意度的影响。方法选取2021年7月—2022年6月滕州市工人医院门诊部护士36名为研究对象,2021年7—12月实施走动式管理前设为对照组,2022年1—6月实施管理后设为观察组,两组均为同批护理人员。分析比较两组护理人员的护理质量和医生及患者对护理服务的满意度。结果观察组护士的分诊护理(18.12±2.42)分、导诊服务(18.01±2.43)分、宣教水平(18.33±2.81)分、院感控制(17.12±2.34)分、支助的安全运送(18.89±2.21)分的护理质量评分均高于对照组,差异有统计学意义(P<0.05);医生对观察组的医护沟通、诊疗环境、健康宣教、病情观察、应急处理满意度评分均高于对照组,患者对观察组护士的服务态度、医患沟通、健康宣教、诊疗秩序、挂号就诊等待满意度评分均高于对照组,差异有统计学意义(P<0.05)。结论门诊部护理管理中实施走动式管理,加快了诊疗效率,提高了护理工作质量和护理服务满意度。Objective To explore the effect of walk-around management on improving the quality of outpatient clinic guide care and service satisfaction.Methods 36 nurses from the outpatient department of Tengzhou Workers'Hospital from July 2021 to June 2022 were selected as the study subjects.Before the implementation of ambulatory management from July to December 2021,they were set as the control group,and after the implementation of management from January to June 2022,they were set as the observation group.Both groups were the same group of nurses.The of the two groups of nurses and the satisfaction of doctors and patients with nursing services were analyzed and compared.Results The nursing quality scores of triage nursing(18.12±2.42)points,guiding service(18.01±2.43)points,propaganda and education(18.33±2.81)points,sense control(17.12±2.34)points and support safe transportation(18.89±2.21)points in the observation group were higher than those in the control group,and the difference was statistically significant(P<0.05).The satisfaction scores of doctors on medical communication,diagnosis and treatment environment,health education,disease observation and emergency treatment in the observation group were higher than those in the control group;the satisfaction scores of patients in the observation group were higher than those in the control group in terms of nurses'service attitude,doctor-patient communication,health education,diagnosis and treatment order,and registration and waiting,the difference was statistically significant(P<0.05).Conclusion The implementation of walk-around management in outpatient department nursing management accelerated the efficiency of treatment and improved the quality of nursing work and satisfaction of nursing service.

关 键 词：走动式管理 门诊护士 分诊管理 护理质量 满意度 

分 类 号：R47[医药卫生—护理学]