一站式流程优化服务在患者出入院环节中的应用

Application of One-stop Process Service in Admission and Discharge of Patients

目的探讨一站式流程优化服务在患者办理出入院手续中的应用效果。方法将2015年3月内外科出、入院患者各106例为对照组,出入院手续采取住院处统一缴费的流程服务方法;2015年12月内外科出、入院的患者各60例作为观察组,办理出入院手续采取一站式流程服务方法,包括护士处理出院医嘱、发放出院带药、出院小结等资料及缴费手续。结果实施一站式流程服务后患者非医疗等待时间明显缩短,护士和患者对出入院流程服务的满意度均显著高于实施前(P<0.001)。结论一站式流程服务便捷、一目了然,温馨的护理服务提高了患者办理出入院手续的效率,降低患者非医疗等待时间,提高了患者的满意度。

Objective To discuss the application effect of one-stop process optimization service in admission and discharge patients. Methods 106 patients admitted to and discharged from of the department of surgery in March 2015 and 106 patients admitted to and discharged from of the department of internal medicine in March 2015 were included in control group, whose admission and discharge procedures were implemented by paying all fees at admission office; 60 patients admitted to and discharged from of the department of surgery in December 2015 and 60 patients admitted to and discharged from of the department of internal medicine in December 2015 were included in observation group, whose admission and discharge procedures were implemented with the approach of one-stop process service, including nurses handling discharge Instructions, issuing discharge medication, discharge summary and other information, and payment procedures. Results After the implementation of one-stop process service, non-medical waiting time of patients was shortened, and satisfaction of nurses and patients with the admission and discharge process service were significantly improved（P〈0.001）. Conclusion The convenient, clear and heartwarming nursing service provided in form of one-stop process service can enhance the efficiency of going through the formalities of admission and discharge, reduce non-medical waiting time of patients and improve patients＇ satisfaction.