PDCA循环管理在三甲医院门诊管理中的应用

Application of PDCA Cycle Management System in Outpatient Management of Tertiary Hospitals

目的研究PDCA循环管理制度在三甲医院门诊管理中的应用效果。方法选择2014年9月—2015年9月门诊管理措施实施前与2015年9月—2016年9月门诊开展PDCA循环管理制度后的诊疗情况,随机选取病历完整的150例患者诊疗资料,比较分析实施前后合理用药、检查状况、医疗文书书写质量、接诊时间、投诉状况以及患者对于管理工作的满意率。结果实施后,患者的合理用药、合理辅助检查、病历书写合格率及处方书写合格率均明显高于实施前,实施前后比较有统计学意义(P<0.05)。实施后,患者的预约时间及等候时间均明显短于实施前(P<0.05);投诉事件发生率(1.33%)明显低于实施前(9.33%),实施前后比较有统计学意义(χ2=10.4340,P=0.0012)。实施后,患者对诊疗工作的满意率(98.00%)明显高于实施前(90.67%),实施前后比较有统计学意义(χ2=7.5452,P=0.0060)。结论 PDCA循环管理制度可显著改善三甲医院门诊管理质量,提高患者满意率,值得广泛推广应用。

Objective To study the effect of applying PDCA cycle management system in outpatient management of tertiary hospitals. Methods The diagnosis and treatment of the outpatient management system from September 2014 to September 2015 before the implementation of the PDCA cycle management system in the outpatient department and from September 2015 to September 2016 were selected. The diagnosis and treatment data of150 patients were selected randomly. The rational use of drugs,the examination status,the quality of medical documents and the time for consultation,complaints and patient satisfaction with management were compared and analyzed. Results After implementation,the patient＇s rational use of drugs,reasonable auxiliary examination,medical record writing qualification rate and prescription writing qualified rate were significantly higher than before the implementation,and there was a significant statistical significance before and after the implementation（ P〈 0. 05）.After the implementation,the patient＇s appointment time and waiting time were significantly shorter than before（ P 〈0. 05）; the incidence of complaints（ 1. 33%） was significantly lower than before（ 9. 33%）,and there were statistical significance before and after implementation（ χ2= 10. 4340,P = 0. 0012）. After the implementation,the patient＇s rate of satisfaction with the diagnosis and treatment work（ 98%） was significantly higher than that before the implementation（ 90. 67%）,and there were statistical significances before and after the implementation（ χ2=7. 5452,P = 0. 0060）. Conclusion PDCA cycle management system can significantly improve the quality of outpatient management in tertiary hospitals and improve patient satisfaction rate,which is worthy of wide application.