持续质量改进在优化门诊服务中的应用及成效

Research on the Application Effect of Continuous Quality Improvement in Improving Outpatient Service

目的探讨运用质量持续改进(CQI)工具,优化门诊服务方式,提高患者对就医的满意度。方法通过CQI程序,即组建CQI小组、收集分析资料、原因分析、设定预期目标、制定改进计划及实施方法、效果评价、总结及制定巩固措施等,对门诊就诊患者不满意的因素进行干预。结果 CQI后门诊投诉率下降、患者的非医疗时间缩短、对收费处、药房、就诊科室满意度均上升,差异均有统计学意义。结论利用应用头脑风暴,采取一系列举措对门诊服务的各个环节进行持续改进与优化,提高了医生的工作效率,提高了患者对窗口服务的满意度,提升了医院的形象。

Objective To study the application of continuous quality improvement（ CQI） to optimize outpatient services,thus to improve patient satisfaction. Methods The CQI procedures,such as setting up CQI team,collecting and analyzing data,analyzing the reasons,setting targets,developing improvement plans and implementation methods,evaluating the results,summarizing and consolidating the measures were used for settling the issues of patient dissatisfaction. Results After the CQI,outpatients complaint rate was lower（ 2= 5. 438,F = 0. 02）,non- medical time was shorter（ P〈 0. 001）,outpatient satisfaction of outpatient hall fees,pharmacy and medical department were all higher（ P 〈0. 05）. Conclusion Continuous improvement of outpatient service aspects by brainstorming and a series of measures can enhance the working efficiency of doctors,improve patient satisfaction,promote the hospital image.