实施“以帮助为界定”的门诊优质护理服务

The Practical Effects of Implementing "Help as Definition" in Outpatient High-quality Nursing Service

目的 探讨“以帮助为界定”的优质护理服务对改进门诊服务工作的实践。方法 将云南省第三人民医院2018年1至11月到门诊就诊的患者作为实验组,实施“以帮助为界定”的门诊优质护理服务。将2017年1至11月门诊就诊的患者作为对照组,实施常规门诊护理服务。比较2组的实施效果。结果 实验组与对照组在就诊患者挂号、缴费、检查检验结果等候时间、门诊退换号率、门诊患者投诉率、患者满意度等方面进行对比,差异有统计学意义(P < 0.05)。结论 实施“以帮助为界定”的门诊优质护理服务,可有效缩短门诊患者挂号、缴费、检查检验结果等候时间,降低门诊退换号率,减少门诊患者投诉率,提高门诊患者满意度。

Objective To explore the practice of high-quality nursing service defined by help in improving outpatient service. Methods The patients in the outpatient department of Yunnan Third People's Hospital from January to November 2018 were taken as the experimental group, and the high-quality outpatient nursing service defined by help was implemented. The patients in the outpatient department from January to November 2017 were taken as the control group, and the routine outpatient nursing service was implemented. The implementation effects of the two groups were compared. Results There were significant differences between the experimental group and the control group in terms of patient registration, payment, waiting time for examination results, outpatient refund rates, outpatient complaint rates and patient satisfaction (P < 0.05). Conclusion The implementation of "help as definition" outpatient quality nursing service can effectively shorten outpatient registration and reduce the payment. The waiting time of paying and examination results can be reduced, and the rates of outpatient refund,registration exchange, and complaints from outpatients could be reduced, therefore the satisfaction of outpatients could be improved.