优化门诊服务流程提高患者满意度的研究  

Research on Optimizing Outpatient Service Processe and Improving Satisfaction Degree of Patients

作　　者：李艳 刘颉 王庄平 岳晓华 LI Yan;LIU Jie;WANG Zhuangping;YUE Xiaohua(Outpatients Department,Qingyang City People's Hospital,Qingyang,Gansu 745000;Neurosurgery Department,Qingyang City People's Hospital,Qingyang,Gansu 745000;Science and Technology Information Department,Qingyang City People's Hospital,Qingyang,Gansu 745000)

机构地区：[1]庆阳市人民医院门诊部,甘肃庆阳745000 [2]庆阳市人民医院神经外科,甘肃庆阳745000 [3]庆阳市人民医院科技信息科,甘肃庆阳745000

出　　处：《智慧健康》2024年第11期120-123,共4页Smart Healthcare

摘　　要：门诊是医院的重要组成部分,是医院面向患者提供医疗服务的主要窗口,一旦服务不到位,患者极易受危险因素影响加重病情,致使其持续遭受病痛折磨,增大医患纠纷风险,不利于医患友好关系的形成。通过分析我院门诊服务现状,找出影响门诊服务的不足之处,制定完善的改进策略,强化医护人员的服务意识,更好地为门诊患者进行服务,从而提升门诊服务质量,减少患者不必要的等待时间,提供优质诊疗秩序,同时,提高患者的满意度。Outpatient is main place for patients with symptoms in hospitals.Once the service is not in place,patients may be easily affected by risk factors,and their condition could be worse,they may continuously suffer from pain and doctor-patients dispute risks may increase,which is not conducive to friendly doctor-patient relationship.The paper analyzes current situation of outpatients service in our hospital,identifies shortcomings affecting outpatient services,to formulate comprehensive improvement strategies,strengthen service awareness of medical staff,and serve outpatient patients better,so that we can improve quality of outpatient service,reduce unnecessary waiting time of patients,provide high-quality diagnosis and treatment order,and improve satisfaction degree of patients.

关 键 词：优化门诊服务流程 实施效果 患者满意度 

分 类 号：R197.323[医药卫生—卫生事业管理]