医院补液流程再造的满意度调查

Satisfaction survey of reengineering rehydration process of hospital

目的 了解运用精益管理对补液流程进行再造后,患者及医务人员对补液流程满意度的差异性及其影响因素,针对不足探索完善策略。方法 采用针对患者及医务人员的自制补液流程满意度调查表进行调研,采用分层随机抽样方法,分别选取606例患者和103名医务人员,通过独立样本t检验和单因素方差分析作出差异性分析;通过后台运行数据作出分析。结果 患者及医务人员对补液流程再造后的满意度较高,关注角度略有不同;男性患者较女性患者更易接受新模式,30岁及以下与51~60岁患者对补液流程满意度更高;药剂、护理岗位工作人员对补液流程中各环节更为敏感;智能化轨道物流系统稳定性有待进一步提高。结论 医院管理引入精益管理具有重要意义,在流程再造过程中应关注患者及一线医务员工的实际感受,并应进行满意度跟踪以实现持续优化,再造后补液模式具有一定的可推广性。

Objective To understand the difference of satisfaction towards rehydration process between patients and medical staff and influencing factors after reengineering the rehydration process by lean management and explore and perfect strategies according to deficiencies.Methods The questionnaire of satisfaction towards the rehydration process was designed and patients and medical staff were surveyed.A total of 606 patients and 103 medical staff were selected by the stratified random sampling method.The difference analysis was conducted by independent samples t test and univariate analysis of variance and hospital running data was also analyzed.Results The degree of satisfaction towards the rehydration process of patients and medical staff after reengineering was high,but their focuses were slightly different.Male patients were more likely to accept the new mode than female patients.The degree of satisfaction towards the rehydration process of patients under 30 years old and patients of 51 to 60 years old was higher.Pharmacy and nursing staff were more sensitive to phases of rehydration process.The stability of intelligent railway logistics system needed improvement.Conclusion Introduction of lean management to the hospital management is important.Attention should be paid to actual experiences of patients and medical staff during the course of reengineering the rehydration process.Satisfaction tracking should be adopted to achieve continuous optimization.The rehydration model after reengineering is worth promoting.