党建引领下急诊服务中的品管圈管理探索  

Application of Party building-guided quality control circle management in emergency services

作　　者：翟成全 王丽萍 巩守敬 李亚东 渠继来 郝玉贵[1] ZHAI Chengquan;WANG Liping;GONG Shoujing;LI Yadong;QU Jilai;HAO Yugui(Zaozhuang Municipal Hospital,Zaozhuang 277101,China)

机构地区：[1]枣庄市立医院,山东枣庄277101

出　　处：《现代医院》2024年第8期1175-1177,1181,共4页Modern Hospitals

基　　金：枣庄市社科联应用研究课题成果(WSLX2024009)。

摘　　要：目的研究并分析党建引领下的品管圈管理工具在急诊患者满意度改善方面的作用。方法于2023年5月实施党建引领下的品管圈管理,选择2023年4月—5月(实施品管圈管理前)、2024年4月—5月(实施品管圈管理后)医院急诊科诊治的患者各1000例为研究对象,并将其按实施品管圈管理前、后分别纳入对照组和观察组。比较两组患者的满意度、满意率、120呼叫反应时间、院前医疗急救3 min出车率,急诊留观患者平均滞留时间等指标。结果观察组患者满意度评分、满意率、院前医疗急救3 min出车率高于对照组,急诊就诊等待时间、120呼叫反应时间、急诊留观患者平均滞留时间小于对照组,差异具有统计学意义(P<0.05)。结论党建引领下,在急诊患者管理中应用品管圈管理,有助于纠正工作中存在的问题,优化服务流程,提高患者就医满意度,提升患者就医体验,值得在临床上进一步应用推广。Objective To investigate the role of quality control circle management guided by Party building philosophy in improving patient satisfaction in emergency services.Methods Quality control circle management guided by the Party building philosophy was implemented in May 2023.Two groups of 1000 emergency patients each were selected,one from April to May 2023(pre-implementation)and the other from April to May 2024(post-implementation).The control group and the observation group were compared across several metrics in terms of satisfaction scores,satisfaction rates,120 emergency call response time,3-minute pre-hospital emergency dispatch rates,and average waiting times for emergency observation patients.Results The observation group demonstrated higher satisfaction scores,satisfaction rates,and higher 3-minute pre-hospital emergency dispatch rates compared to the control group.Additionally,the observation group had shorter emergency call response time and average waiting time in the emergency department,with statistically significant differences(P<0.05).Conclusion The integration of quality control circle management guided by Party construction philosophy in the management of emergency patients has been shown to address operational issues,optimize service processes,and significantly improve patient satisfaction and experience.This method is worthy of broader application and promotion in clinical practice.

关 键 词：党建 品管圈 急诊 满意度 服务质量 

分 类 号：R197.32[医药卫生—卫生事业管理] D267.6[医药卫生—公共卫生与预防医学]