基于流程再造理论的急诊科信息化分诊挂号流程设计与应用  

Design and application of the integrated information-based triage and registration system in the emergency department based on Business Process Reengineering Theory

作　　者：唐彩云 王莎[2] 郭美英[2] 曹敦[4] TANG Caiyun;WANG Sha;GUO Meiying;CAO Dun(Emergency Department,The Third Xiangya Hospital of Central South University,Changsha,410013,China)

机构地区：[1]中南大学湘雅三医院急诊科,长沙市410013 [2]中南大学湘雅三医院护理部,长沙市410013 [3]中南大学湘雅护理学院 [4]长沙理工大学计算机与通信工程学院

出　　处：《中国护理管理》2024年第8期1198-1204,共7页Chinese Nursing Management

基　　金：湖南省卫生健康委科研计划项目(202214054477);湖南省自然科学基金面上项目(2024JJ5545);中南大学教育教学改革研究项目(2024jy200)。

摘　　要：目的:基于流程再造理论设计急诊科信息化分诊挂号流程并分析其应用效果,为提高工作效率及患者满意度提供参考。方法:通过文献回顾、小组会议讨论构建急诊科信息化分诊挂号流程,同时开放电子诊疗卡申请权限、重新设计分诊挂号单、完善分诊信息系统功能。采用便利抽样法,选取2022年1月—12月长沙市某三级甲等医院急诊科就诊患者为研究对象,其中对照组为2022年1月—6月的600例患者,实验组为2022年7月—12月的600例患者。对照组采用常规就诊流程,实验组采用信息化分诊挂号流程。比较两组分诊挂号各环节用时(分诊耗时、挂号耗时、信息录入耗时、总耗时)、患者满意度与工作人员满意度,并采用半结构式访谈收集工作人员对该流程的看法。结果:实验组分诊耗时、挂号耗时、信息录入耗时和总耗时均短于对照组(均P<0.001);实验组患者满意度高于对照组(P<0.05);信息化分诊挂号流程应用后工作人员满意度较前有所上升(P<0.05)。结论:应用信息化分诊挂号流程有效减少了患者分诊挂号各环节耗时,提升了患者整体满意度和就诊体验,同时整体提高了工作人员工作效率和满意度。Objective:To design an integrated information-based triage and registration system in the emergency department based on Business Process Reengineering(BPR)theory and explore its effects.Methods:Constructing an integrated information-based triage and registration system in the emergency department through literature review and group meeting discussion.At the same time,opened the electronic diagnosis and treatment card application authority,redesigned the triage registration list,and improved the function of the triage information system.Convenience sampling method was used to select patients who visited the emergency department of a tertiary grade A hospital in Changsha from January to December 2022 as the research subjects.Six hundred patients visiting the emergency department from January to June 2022 were included in the control group,and another 600 patients from July to December 2022 were included in the experimental group.The experimental group adopted the integrated information-based triage and registration process,while the control group adopted the conventional one.The time spent in each link of triage and registration(triage time,registration time,information entry time,total time)and patient and staff satisfaction were compared between the two groups,and semi-structured interviews were used to collect staff opinions on the integrated information-based triage and registration process.Results:The time spent on triage,registration,information entry,and the total time for triage and registration in the experimental group were shorter than those in the control group(P<0.001).Both the patient satisfaction and staff satisfaction in the experimental group was significantly higher than those in the control group(P<0.05).Conclusion:The application of the integrated information-based triage and registration system reduces the time consumed in each link of patient triage and registration,improves the overall patient satisfaction and their treatment experience as well as staff efficiency and satisfaction.

关 键 词：流程再造理论 急诊科 预检分诊 挂号 信息化 

分 类 号：R47[医药卫生—护理学] R197[医药卫生—临床医学]