提高门诊分诊工作质量的做法与效果

The practice and effect of improving the quality of triage nursing in outpatient department

目的提高门诊分诊工作质量,方便病人就诊。方法设置医疗事务处,应用分诊排队叫号系统,改进分诊护士的工作模式,加强分诊护上综合能力的培训。结果改善了就诊秩序,门诊病人的满意度由实施前的95.24%提高到98.75%;节省了人力资源,提高了护士的工作效率;护理质址合格率由92.08%提高到96.67%。结论应用分诊排队叫号系统和更新分诊护士的工作模式,可以提高门诊病人的满意度。

Objective To improve the quality of triage nursing in outpatient department and make it more convenient for the patients in medical consultation. Methods The following measures were carried out,including setting up a medical affairs office,applying the computerized queuing management system,modifying the mode of triage nursing,and strengthening the training of triage nurses. Results This practice improved the order in outpatient department,economized nursing human resources and improved work efficiency. As a result, the outpatients＇ satisfaction raised from 95.24% to 98.75% , the qualified rate of nursing raised from 92.08% to 96.67%. Conclusion The application of queuing management system and innovation of working mode can increase outpatients＇ satisfaction.