基于JCI标准下妇幼保健院门诊二级分诊管理模式的建立与应用

Application of secondary triage management system based on JCI standard in outpatient clinic of maternal and child health care hospital

目的 探讨基于JCI标准下妇幼保健院门诊二级分诊管理模式的建立及应用效果.方法 2015年7月我院在JCI标准基础下,建立并实施二级分诊模式,成立门诊二级分诊管理模式小组,对护理人员进行培训,制定门诊二级分诊管理制度、护士工作岗位及职责、二级分诊工作流程.比较实施前（2014年1月—2015年6月）和实施后（2015年7月—2016年10月）门诊患者满意度、医生满意度及患者等候就诊时间.结果 实施二级分诊模式后患者满意度从（85.76±15.24）分提高至（96.38±12.91）分,医生满意度从88.80%提高到97.20%,患者等候就诊时间从（59.64±12.38）min缩短至（40.55±10.96）min,实施前后比较差异均有统计学意义（t/χ2值分别为15.634、13.550、9.915;P〈0.001）.结论 二级分诊管理模式能缩短患者的等候就诊时间,提升患者满意度.

Objective To discuss the establishment and application effects of secondary triage management system based on JCI standard in outpatient clinic of maternal and child health care hospital. Methods In July 2015,secondary triage mode was implemented and secondary triage management team was established in our hospital under the JCI standard basis. Nursing staff were trained. The secondary triage management system in outpatient clinic,job and responsibilities of nurses and work flow of secondary triage mode were developed. Satisfaction of patients and doctors in outpatient clinic and waiting time of patients before （January 2014 to June 2015） and after （July 2015 to October 2016） the implementation of secondary triage mode were compared.Results After the implementation of secondary triage mode,the satisfaction of patients increased from （85.76±15.24） to （96.38±12.91）,while satisfaction of patients increased from 88.80% to 97.20%. The waiting time of patients decreased from （59.64±12.38） min to （40.55±10.96） min. The differences were statistically significant （t/χ2=15.634,13.550,9.915;P〈0.001）.Conclusions The secondary triage management model can reduce the waiting time of patients and improve their satisfaction.