品管圈活动在提高门诊导诊服务满意度的应用研究

The Application of Quality Control Circle Activity in Improving Outpatient Diagnostic Service Satisfaction

目的探讨品管圈活动在提高门诊导医服务满意度的应用效果。方法成立门诊品管圈活动小组,运用第三方满意度调查表项目对门诊患者进行现况调查,画出导诊流程图,目标值测算,绘制柏拉图,找出改善重点并进行解析,找出原因,选出要因,针对真因制定出对策。结果门诊导诊服务满意度由73.47提高到89.00%,目标达成率104.20%。患者从分诊到挂完号时间由平均15 min降低到平均5 min,达到《进一步改善医疗服务行动计划》少于10 min的标准。圈员的QC手法运用,团队精神、专业知识得到了很大的提高。结论品管圈活动在提高导诊服务满意度应用开展效果显著,并修订了门诊导诊服务流程,制作了SOP图。改变了过去几十年的站台服务为走动服务,同时使用了院内护士做志愿者,降低了人员投入成本,降低了导医在高峰时段的工作强度。提高医院护士的价值感,同时也拓展了志愿服务的内涵功能。

Objective This paper tries to explore the effect of quality control circle activities on improving the satisfaction of outpatient medical services. Methods Established an outpatient product quality control circle activity group, used a third-party satisfaction survey item to conduct surveys of outpatients, drawn out the flow chart of the consultation, measured the target values, and plotted the Platon, identified the key points for improvement and analyzed, and found out the reasons.Select the cause and formulate countermeasures for the real cause. Results The outpatient consultation service satisfaction increased from 73.47 to 89.00%, and the target achievement rate was 104.20%. The time from the triage to the hang-up time decreased from an average of 15 minutes to an average of 5 minutes, reaching the standard of ＂Further Improvement of Medical Service Action Plan＂ less than 10 minutes. The use of QC techniques by team members has greatly improved team spirit and professional knowledge. Concl usion The quality control circle activity has a significant effect in improving the satisfaction of consultation services, and revised the outpatient consultation service flow to produce a SOP chart. The platform services that have changed over the past few decades have been used for walking services. At the same time, hospital nurses have been used as volunteers, which has reduced the cost of personnel input and reduced the work intensity of medical doctors during peak hours. Improve the sense of value of hospital nurses, and also expand the connotation of volunteer services.