老年人群门诊体检服务质量优化方法探讨

Study on optimization methods in elderly outpatient physical examination service quality

目的改善老年人群门诊体检的服务质量。方法分析影响老年人群门诊质量的影响因素并制定改进服务质量的管理方法。回顾分析服务质量改进前后各96例门诊体检者的体检时间、体检结果认可率、体检质量满意度和体检不适及护患纠纷例数。结果改进前体检时间(183.9±13.2)min,与改进后[(109.3±15.1)min]比较,差异有统计学意义(P<0.05)。改进后,体检结果认可率为95.8%(92/96)显著高于改进前的86.46%(83/96),两组间差异有统计学意义(P<0.05)。两组间体检质量满意度各指标差异有统计学意义(P<0.05)。改进前发生体检不适7例,护患纠纷4例;改进后发生体检不适1例,未发生护患纠纷;研究组受检者的体检不适发生率和护患纠纷发生率明显低于对照组,差异有统计学意义(P<0.05)。结论通过改善门诊检查服务质量可以有效降低门诊检查时间,提高老年体检者的体检结果认可度和满意度,并降低体检不适和护患纠纷的发生率,效果显著,具有推广价值。

Objective To improve the quality of outpatient physical examination services in the elderly popula‐tion .Methods To analyze the factors influencing the quality of elderly population outpatient and to formulate the management measures for improving the service quality .Each 96 cases of outpatient medical examination before and after the service quality improvement were performed the retrospective analysis on the examination time ,examination results approval rate ,satisfaction of physical examination quality ,physical examination discomfort and nurse‐patient disputes cases number .Results The examination time before improvement was （183 .9 ± 13 .2）min ,which after im‐provement was （109 .3 ± 15 .1）min ,the difference was statistically significant （P〈0 .05） .The examination results approval rate after improvement was 95 .8% （92/96） ,which was significantly higher than 86 .46% （83/96） before im‐provement ,the difference was statistically significant （P〈0 .05） .The indexes of physical examination quality satis‐faction had statistical differences between the two groups （P〈0 .05） .Before improvement ,7 cases of physical exami‐nation discomfort and 4 cases of nurse‐patient dispute occurred;after improvement ,1 case of physical examination dis‐comfort and no case of nurse‐patient dispute occurred;the occurrence rate of physical examination discomfort and nurse‐patient dispute in the study group were significantly lower than those in the control group ,and the difference between the two groups was statistically significant（P〈 0 .05） .Conclusion Improving the outpatient examination service quality can effectively reduce the examination time ,increases the examination results approval rate and satis‐faction in elderly people undergoing physical examination ,reduces the incidence of physical examination discomfort and nurse‐patient disputes ,and has significant effect and promotional value .