集束化门诊管理模式对提升综合医院门诊老年患者就医体验的影响  

The effectiveness of cluster outpatient management model on improving the elderly patients' experience in comprehensivehospitals

作　　者：曹译丹[1] 刘妮平[1] 王浩宇[1] 李小珍[1] 李夏珀 罗伶俐[1] 韦江艳 CAO Yidan;LIU Niping;WANG Haoyu;LI Xiaozhen;LI Xiabo;LUO Lingli;WEI Jiangyan(Department of Outpatient,The People's Hospital of Guangxi Zhuang Autonomous Region,Nanning 530021,China)

机构地区：[1]广西壮族自治区人民医院门诊部,530021

出　　处：《中国老年保健医学》2024年第6期156-160,共5页Chinese Journal of Geriatric Care

基　　金：广西壮族自治区卫生健康委员会自筹经费科研课题(编号:Z20210879,Z20201028)。

摘　　要：目的探究集束化门诊管理模式对老年患者就医体验的干预效果。方法选取2023年6月至12月某大型三甲医院两个院区的719例老年门诊患者,分为试验组和对照组。试验组实施集束化管理,包括个性化健康宣教、助老服务、智慧化建设和全流程公益陪诊,对照组实施常规化管理。通过比较两组患者的门诊预约就诊率、候诊时间、医疗服务满意度、投诉率,以及挂号、取药、办理入院便利程度和健康教育满意度,评估干预效果。结果集束化门诊管理模式显著优化了老年患者的就医体验。试验组预约就诊率(84.44%)显著高于对照组(75.63%),试验组候诊时间[25(19,36)分钟]显著低于对照组[36(25,46)分钟],试验组投诉率(1.45%)显著低于对照组(3.96%),试验组医疗服务满意度显著高于对照组(97.72%VS 81.88%)。此外,挂号、取药、办理入院便利程度及健康教育满意度分别提升至97.51%、90.66%、96.47%和86.51%,均显著优于对照组(P<0.05)。结论集束化门诊管理模式通过整合个性化健康宣教、智能化系统支持和助老服务,显著改善了老年患者的就医体验。该模式提高了医疗服务效率和满意度,缩短了候诊时间,降低了投诉率,具备广泛推广价值,为缓解老年群体“数字鸿沟”提供了实践参考。Objective Explore the impact of cluster outpatient management model on the outpatient experience of elderly pa-tients.Methods A total of 719 elderly patients who were admitted to the outpatient department of a large tertiary hospital from June to December 2023 were selected and divided into experimental group and control group.The experimental group implemented cluster outpatient management,including personalized health education,assistance for the elderly,smart construction,and full-process charity escort,the control group implemented routine assistance for the elderly and routine management,and the effects of different intervention measures on the outpatient appointment rate,waiting time,satisfaction with medical services,complaint rate,appoint-ment,drug pickup,convenience of admission processing,and satisfaction with health education in the two groups were compared.Results Cluster outpatient management significantly improved the medical experience of elderly patients.The appointment rate of the experimental group(84.44%)was higher than that of the control group(75.63%),and had shorter waiting times[25(19,36)min vs.36(25,46)min],lower complaint rates(1.45%vs.3.96%),and greater satisfaction with medical services(97.72%vs.81.88%).Furthermore,improvements were observed in the convenience of registration(97.51%),medication col-lection(90.66%),admission procedures(96.47%),and satisfaction with health education(86.51%),all significantly outper-forming the control group(P<0.05).Conclusion The cluster outpatient management model can significantly improve the outpa-tient experience of elderly patients,increase the outpatient appointment rate and satisfaction with medical services,appointment,drug pickup,admission processing,and health education,reduce waiting time and complaint rate,and has the value of promotion and application.The cluster outpatient management model,integrating personalized health education,intelligent system support,and elderly care services,significantly enhanced the medical experience of elderly pa

关 键 词：集束化管理 老年人 就诊体验 护理质量改进 智慧化医疗 

分 类 号：R47[医药卫生—护理学]