陪检服务流程再造在危重患者检查转运中的应用研究

Explore the effect of the accompanied inspection service process reengineering in the inspection and conveying of the critically ill patients

目的 探讨陪检服务流程再造在危重患者检查转运中的应用效果.方法 评估分析原有的危重患者陪检流程,找出其存在的瓶颈问题,对其不合理的流程进行重组再造.比较流程再造前后缺陷及纠纷的发生率、检查等候时间、患者或家属的满意度.结果 流程再造后缺陷及纠纷的发生率降低,由再造前的9.61%下降到再造后的1.44%;检查等候时间平均缩短8 min;患者或家属的满意度提高了10.77%.结论 流程再造使患者陪检管理更加规范、安全、高效.

Objective To explore the effect of the accompanied inspection service process reengineering in the inspection and conveying of the critically ill patients.Methods We found the problem, and redesigned the inappropriate procedure through assessment and analysis the former process of the accompanied inspection on the critically ill patients.After the process reengineering, we compared the former incidence of the defects and disputes, the waiting time, the satisfaction of the patient or family in the accompanied inspection.Results The process reengineering significantly reduced the incidence of the defects and disputes from 9.61% to 1.44%.The average waiting time could be shortened by 8 minutes and the satisfaction of the patient or family increased by 10.77%.Conclusions Process reengineering made the management of the accompanied inspection of the patients more standard, safe and high performance.