追踪法在住院患者就医体验中的应用效果

Application effects of tracking method in the medical visit experience of inpatients

目的 运用追踪法了解住院患者的就医体验,为质量持续改进提供依据.方法 成立追踪组,2015年7—12月随机选择内、外、妇产科病区住院患者进行追踪,根据患者反映的问题进行质量持续改进,比较患者满意度.结果 追踪组人员共访谈患者180例,患者提及问题152例次,提及问题内容可归纳为饮食、环境、宣教、服务、设施5个方面.通过持续改进,第4季度患者提及问题从第3季度105例次减少至47例次;患者满意度从97.39%提高至99.22%,差异有统计学意义（χ2=15.34,P＜0.01）.结论 将追踪法运用于日常护理质量管理有利于提高患者满意度,能为持续改进护理质量提供依据.

Objective To probe into the medical experience in inpatients by tracking method,in order to provide the basis for continuing quality improve.Methods The tracking group was established,the patients was tracking and selected in medicine department,surgery departments,gynecology and obstetrical departments randomly from July to December 2015,and improve continually according to the feedback questions by patients,and then compared patient′s satisfaction.Results The members of tacking group interviewed patients 180 cases totally,and the patients had 152 times asked questions which included the contents as diet, environment,education,services and facilities. After improving continually,the questions asked by patients reduced from 105 times （in the third season） to 47 times （in the fourth season）;the patient′s satisfaction improve from 97.39% to 99.22% （χ2=15.34,P〈0.01）.Conclusions The tacking method is used to daily nursing management for improving patient′s satisfaction,which can provide evidence to improve nursing quality.