优质护理服务模式在门诊分诊质量管理中的应用效果评价

Evaluation of the Effectiveness of Quality Care Service Model in Outpatient Triage Quality Management

目的:探讨优质护理服务模式在门诊分诊质量管理中的应用效果评价。方法:选取2020年1—12月福建省立医院门诊分诊的86名患者作为研究对象,采用随机数表法将其分为观察组和对照组,每组各43例。观察组行优质护理服务模式干预,对照组行常规护理干预。比较两组患者分诊质量、分诊满意度及分诊准确度,以探讨其干预效果。结果:干预后,观察组的等候时间、挂号时间、就诊总时间均显著缩短于对照组,差异有统计学意义(t=9.42、8.79、9.11、7.30,P<0.05)。观察组医疗纠纷事件发生率明显低于对照组,差异有统计学意义(χ^(2)=6.45,P<0.05)。干预后,观察组的护患沟通、护理服务、周围环境、人性化服务满意度评分均显著高于对照组,差异有统计学意义(t=12.06、15.41、13.36、13.22,P<0.05)。干预后,观察组的分诊准确度(95.35%)显著高于对照组(69.77%),差异有统计学意义(χ^(2)=9.77,P<0.05)。结论:基于优质护理服务模式可明显缩短患者的等候时间、挂号时间及就诊总时长,可提高分诊质量及分诊准确度,减少医疗纠纷,同时患者满意度较高。

Objective:To explore the evaluation of the effectiveness of the application of quality care service model in outpatient triage quality management.Methods:A total of 86 patients from the hospital outpatient triage from January to December 2020 were selected for the study,and they were divided into observation group and control group using the random number table method,with 43 cases in each group.The observation group performed quality nursing service model intervention and the control group performed conventional nursing intervention.The quality of triage,satisfaction of triage and accuracy of triage were compared between the two groups to explore the intervention effect.Results:After the intervention,the waiting time,registration time,and total visit time were significantly shorter in the observation group than in the control group,with statistically significant differences(t=9.42,8.79,9.11,7.30,P<0.05).The incidence of medical dispute events in the observation group was significantly lower than that in the control group,and the difference was statistically significant(χ^(2)=6.45,P<0.05).After the intervention,the nurse-patient communication,nursing service,surrounding environment,and humanized service satisfaction scores of the observation group were significantly higher than those of the control group,with statistically significant differences(t=12.06,15.41,13.36,13.22,P<0.05).After the intervention,the accuracy of triage was significantly higher in the observation group(95.35%)than in the control group(69.77%),with a statistically significant difference(χ^(2)=9.77,P<0.05).Conclusion:Based on the quality care service model can significantly shorten the waiting time,registration time and total visit length of patients,can improve the quality of triage and triage accuracy,reduce medical disputes,and at the same time,patient satisfaction is higher.