改善老年人门诊就医便利性、提升服务感知评价的实践与探讨  

Practice and Discussion on Improving the Convenience of Outpatient Service for the Elderly and Improving the Service Perception Evaluation

作　　者：高丽[1] 苏婧朔 李雪[1] 袁琴 GAO Li;SU Jing-shuo;LI Xue;YUAN Qin(Out-Patient Department,Zibo Central Hospital,Zibo Shandong 255000,China)

机构地区：[1]淄博市中心医院门诊部,山东淄博255000

出　　处：《中华养生保健》2025年第4期187-189,共3页CHINESE HEALTH CARE

摘　　要：目的 解决老年人在门诊就医中遇到的困难,提升老年患者门诊就医体验。方法 选取2020年10月—2023年6月于淄博市中心医院门诊就诊的老年患者200例,根据项目实施前后顺序,分为改善前组和改善后组(各组100例)分别进行问卷调查。采用《老年人门诊就医便利性与服务感知评价量表》,应用SPSS 26.0统计学软件进行数据处理。结果 与改善前比较,改善后预约挂号方式便利性方面、医护人员服务态度方面、医院内的路标和指示方面、门诊就医流程便利性方面、就诊整体满意度方面均升高,差异有统计学意义(P<0.05)。结论 以患者需求为导向、以管理为手段、以诊疗为核心,通过不断改进就医各环节、优化各流程,实施针对老年人制订的“10+2”便民措施,同时积极探索新方法、新举措,满足了老年人医疗服务新需求,使就医流程更加便利,门诊服务感知评价得到了提升。Objective To solve the difficulties encountered by elderly people in outpatient treatment and improve the outpatient experience of elderly patients.Methods A total of 200 elderly patients in the outpatient department of Zibo Central Hospital from October 2020 to June 2023 were selected and divided into pre-improvement group and post-improvement group(100cases in each group) according to the order before and after the implementation of the project.The "Elderly outpatient Convenience and service perception Evaluation Scale" was adopted,and the data were processed by SPSS26.0 statistical software.Result After the improvement,the average convenience of booking was 2.23,higher than the average 1.07 before the improvement,and the difference was statistically significant(P<0.05).The average value of service attitude of medical staff after improvement was 1.92,higher than the average value of 1.07 before improvement,and the difference was statistically significant(P<0.05).After the improvement,the mean value of road signs and indications in the hospital was 2.32,higher than the mean value of 1.17 before the improvement,and the difference was statistically significant(P<0.05).The mean value of convenience of outpatient procedures after improvement was 2.29,higher than the mean value of 1.09 before improvement,and the difference was statistically significant(P<0.05).The mean value of overall satisfaction after improvement was 2.10,higher than the mean value before improvement of 1.11,the difference was statistically significant(P<0.05).Conclusion Guided by the needs of patients,taking management as the means,and taking diagnosis and treatment as the core,the "10+2" convenience measures formulated for the elderly are implemented through continuous improvement of all aspects of medical treatment and optimization of all processes,and at the same time,new methods and new measures are actively explored to meet the new needs of medical services for the elderly,make the medical treatment process more convenient,and improve the pe

关 键 词：老年人 门诊就医 便利性 服务感知评价 

分 类 号：R197.1[医药卫生—卫生事业管理]