门诊病人的就诊需求分析

Analysis of Outpatients' Service Needs

目的:为了在门诊"一切以病人为中心"的服务理念中体现人性化护理服务,为病人提供优质护理。方法:通过自行设计的问卷调查门诊病人的需求。针对这些需求及门诊护理工作的特点,提出作为门诊护士长及护士的管理要求。结果:病人需求最高的是高操的医疗技术和早就诊,早明确诊断,尽早治疗的迫切心理,各占95.18%、94.68%;其次是希望能有一简便、快捷、明了的就诊流程占88.59%,再其次为希望得到医护人员关注,对医护人员态度的要求比例也较高各占调查的85.17%和83.36%。结论:通过了解病人的需求,从护理的角度有针对性的实行有序管理,改善就诊流程,简化就诊手续,最终赢得病人的认可,使病人满意度提高至95%以上。

Objective：To embody the idea--＂patient centred care＂of humanistic care service at outpatient department.Methods：Investigated outpatients＇ service needs through questionnaire which was designed by the author.Through the analysis of the service needs and traits of patients in outpatient department,set administrative demands on the nurses and head-nurse.Results：The most service needs of outpatients were focus on the excellent medical skills and eagerness of visiting earlier,make a diagnosis earlier,give treatments earlier,which accounted for respectively 95.18%,94.68%,secondly,outpatients hoped there would be a simple,rapid,clear visiting procedure,which accounted for 88.59%,thirdly,outpatients hoped medical staff would give more attention to them,and treated them with good attitude,these two ratios were both higher,which accounted for respectively 85.17% and 83.36%.Conclusion：Through understanding the service needs of outpatients,we carried out ordered management from the viewpoint of nursing,improve the visiting procedure,simplify the formalities,finally we have got the outpatients approve,and the satisfaction rate has raised over 95%.