对急诊病人心理候诊时间与实际候诊时间的调查研究及对策

The investigation into exaggerated waiting time and actual waiting time of emergency patients

目的调查分析急诊患者心理候诊时间与实际候诊时间,了解其心理特征及满意度,探讨改进措施。方法通过问卷调查2017年5月1日—6月30日于钦州市第二人民医院急诊科就诊3～4级患者664例的心理候诊时间与实际候诊时间,并了解其满意度。结果急诊患者的心理候诊时间远超过实际候诊时间,差异有统计学意义(P<0.01)。各年龄段的满意度以65岁以上年龄患者最低,其次为5岁以下的患者(及家属)。结论患者心理状态可以影响心理候诊时间,缓解患者负性情绪可提高医疗质量和满意度,缩短心理候诊时间。

Objective Through the investigation of the psychological waiting time and the actual waiting time of the emergency patients,the psychological characteristics and satisfaction of the emergency patients and the improvement measures were found.Methods Through the questionnaire survey,664 patients who were three or four gradee and came from May 1,2017 to June 30,2017 in the second people's hospital of Qinzhou emergency department were investigated.Results The patient's waiting time is significantly more than the actual waiting time(P<0.01).The degree of satisfaction in all ages was the lowest in patients over 65 years old,followed by Patients under 5 years old(family members of the patient).Conclusion The psychological state of the patient can affect the waiting time.To improve patients'satisfaction and medical quality,shorten the psychological waiting time,we should relieve the negative emotions of patients.