人工客服在门诊危急值闭环管理中的效果研究  

The Effect of Human Customer Service in Closed Loop Management of Outpatient Critical Value

作　　者：夏艳 王莹颖[1] 孙璇[1] 刘靖[1] 杨宇熙 XIA Yan;WANG Yingying;SUN Xuan(Renmin Hospital of Wuhan University,Wuhan,Hubei,430060,China;不详)

机构地区：[1]武汉大学人民医院,湖北武汉430060

出　　处：《中国卫生质量管理》2024年第7期47-49,54,共4页Chinese Health Quality Management

基　　金：湖北省重点实验室开放项目“基于DRGs的门诊合理诊疗系统的探索与建立”(编号:2021KFY070);湖北省重点实验室开放项目“护理流程再造对急性缺血性脑卒中患者静脉溶栓治疗时间窗的效果研究”(编号:2022KFH013)。

摘　　要：目的探讨人工客服参与门诊危急值闭环管理后的危急值处置效果。方法选取某院2022年1月-6月、2023年1月-6月门诊危急值患者为研究对象,对人工客服参与前后门诊危急值患者2 h内、2 h~6 h、超过6 h处置率与患者满意度进行统计分析。结果人工客服参与门诊危急值闭环管理后,观察组患者门诊2 h~6 h危急值处置率明显高于对照组,且患者满意度高于对照组,差异有统计学意义(P<0.05);观察组患者门诊2 h内以及超过6 h危急值处置率低于对照组,差异不具有统计学意义(P>0.05)。结论运用人工客服,以持续干预方式参与门诊危急值闭环管理,提高了门诊危急值处置效率与患者满意度,保障了患者生命安全。Objective To explore the effect of critical value disposal after the human customer service participated in the outpatient critical value closed-loop management.Methods Patients with outpatient critical value in a hospital from January to June 2022 and from January to June 2023 were selected as the research objects,and the treatment rate and satisfaction of patients with in critical value 2 h,2 h to 6 h and more than 6 h before and after the participation of human customer service were statistically analyzed.Results After the human customer service participated in the closed-loop management of outpatient critical value,the critical value disposal rate of patients in the observation group was significantly higher than that in the control group within 2 h to 6 h,and the patient satisfaction was higher than that in the control group,the difference was statistically significant(P<0.05).The treatment rate of critical value within 2 h and more than 6 h in the observation group was lower than that in the control group,and the difference was not statistically significant(P>0.05).Conclusion The use of human customer service to participate in the closed-loop management of outpatient critical value through continuous intervention improves the efficiency of outpatient critical value disposal and patient satisfaction,and guarantees the life safety of patients.

关 键 词：门诊 危急值 人工客服 闭环管理 医疗质量 

分 类 号：R197.323[医药卫生—卫生事业管理]