军人门诊服务质量提升及效果评价

Improvement of Outpatient Service Quality for the Army and Evaluation of Its Effectiveness

目的运用护理专案改善方法对门诊官兵就诊关键环节进行持续质量改进,提高军队患者就医满意度。方法通过Delphi专家咨询法,自行设计问卷调查,内容涉及军人就诊"零障碍"、诊治"零审批"、住院"零待床"、合理医疗"零收费"、医疗服务"零投诉"等五个方面。数据运用SPSS 15.0进行统计,利用χ~2检验进行分析,运用专案改善方法制定可行性措施,比较分析改善前后为兵服务效果及满意率。结果实施专案改善前后效果明显,不满意项目目标值提升100%,总体满意度由改善前的95%上升至100%。结论通过窗口单位服务关键环节专案改善活动,可以改善环境、优化流程,提高门诊各环节工作效率和服务满意率,切实落实为兵服务"五个零"。

Objective To continuously improve the outpatient service for military officers and soldiers in key points of seeing doctors and to raise their satisfaction of medical service through specialized nursing care project.Methods Five aspects were taken into consideration,which were Delphi expert consultation method,self-designed questionnaire,"zero obstacles"for military officers and soldiers,"automatic approval"of diagnosis and treatment,"immediate hospitalization","free-of-charge"within reasonable treatment,and"zero complaints"about medical service.In terms of data,SPSS 15.0 was used andχ~2 test was adopted for analysis.Next,feasible measures were established using specialized project of improvement.Also the satisfaction rate and the effectiveness between pre-measure and post-measure were compared.Results The effect after the implementation of the project is obvious.The target value of unsatisfied items increased by 100%and the overall satisfaction rate rose from 95%to 100%.Conclusion Through the improvement project of key service steps of window units,the clinic environment has been greatly enhanced and procedures of outpatient service have been optimized.Therefore,the goal of serving the army is attained.