品管圈在优化门诊患者就诊秩序管理中的应用  

Application of Quality Control Circle in Optimizing the Order Management of Outpatient Medical Treatment

作　　者：潘宇芬 王蕾 张玢 PAN Yufen;WANG Lei;ZHANG Bin(Outpatient Office,Changzhou Maternal and Child Health Care Hospital,Changzhou Jiangsu 213000,China;Medical Genetics Center,Changzhou Maternal and Child Health Care Hospital,Changzhou Jiangsu 213000,China)

机构地区：[1]常州市妇幼保健院门诊办公室,江苏常州213000 [2]常州市妇幼保健院医学遗传中心,江苏常州213000

出　　处：《中国卫生标准管理》2024年第10期78-82,共5页China Health Standard Management

基　　金：国家自然科学基金青年科学基金项目(82103853)。

摘　　要：目的 探讨在门诊患者就诊秩序管理中开展品管圈活动的实施效果。方法 选取常州市妇幼保健院2023年3—8月每日9:00-11:00于儿科门诊、儿保门诊、妇科门诊就诊的5 588例患者(家属)作为研究对象。将2023年3—5月门诊就诊的患者(家属)作为活动前(n=2 561),2023年6—8月门诊就诊的患者(家属)作为活动后(n=3 027)。门诊部成立品管圈,通过主题选定、活动拟定、现状把握、目标设定与解析、对策拟定、对策实施与检讨、效果确认及标准化步骤来完成活动,从而建立一个标准化作业流程,形成规范的管理模式。比较活动前后门诊患者(家属)就诊秩序规范执行情况、就诊秩序单项满意度、工作人员对工作环境满意度。结果 门诊患者(家属)就诊秩序的规范执行率由活动前55.13%提高至80.37%,患者(家属)对就诊秩序满意度由活动前76.44%提高至90.22%,门诊工作人员对工作环境满意度由活动前88.00%提高至96.00%(P<0.05)。结论 实施品管圈改进措施后门诊就诊秩序规范率,尤其是在就诊高峰时明显提高,患者(家属)、职工满意度也明显提高,具有显著的应用效果。Objective The aim of this study was to estimate the implementation effect of quality control circle activities in the management of outpatient order.Methods A total of 5588 patients(family members)from Changzhou Maternal and Child Health Care Hospital who were treated in the outpatient pediatric clinic,child care clinic and gynecology clinic from 9:00 to 11:00 every day from March to August 2023 were selected as the study objects.Patients(family members)who visited outpatient clinics from March to May 2023 were counted as before the activity(n=2561),and patients(family members)who visited outpatient clinics from June to August 2023 were counted as after the activity(n=3027).The outpatient department established quality control circle.Then the activities were carried out through theme selection,activity formulation,status assessment,goal setting,countermeasure formulation,implementation and review,effect analysis and standardization steps,so as to establish a standardized operation process and form a standardized management mode.Before and after the activity,the outpatient patients(family members)treatment order standard implementation,individual satisfaction with treatment order,staff satisfaction with working environment were compared.Results The standard implementation rate of outpatient patients(family members)order increased from 55.13%before the activity to 80.37%after the activity,and the satisfaction rate of patients(family members)with the order increased from 76.44%before the activity to 90.22%after the activity,and the outpatient staff,s satisfaction with the work environment increased form 88.00%before the activity to 96.00%after the activity(P<0.05).Conclusion After the implementation of quality control circle improvement measures,the outpatient order standard rate,especially at the peak of medical treatment,patients(family members)and staff satisfaction is also significantly improved,with significant application effects.

关 键 词：品管圈 门诊患者 优化 就诊秩序 管理 满意度 

分 类 号：R197[医药卫生—卫生事业管理]