体检管理中以问题为导向的管理模式应用效果观察

Observation on the Application Effect of Problem-oriented Management Mode in Physical Examination Management

目的探讨分析体检管理中以问题为导向的管理模式的应用效果。方法回顾性分析2019年12月1日—2020年12月31日本院体检中心的300例体检的临床资料,按照管理模式不同分为对照组(传统医疗服务模式)和观察组(以问题为导向的管理模式),各150例,对比观察两组的体检满意度及体检质量。结果两组体检者的体检满意度对比,观察组和对照组的体检满意度分别为94.7%和75.3%(P=0.006);两组体检者体检常规指标对比,观察组的各评分(客户信任度、医师服务态度、体检流程简便性、检后随访服务)均高于对照组(P<0.01);两组体检者体检服务质量对比,观察组的各评分(医师接待方式、沟通能力、健康教育、主动服务)均明显高于对照组(P<0.01)。结论对于体检者来说,采用以问题为导向的管理模式可以明显提高其服务满意度及体检服务质量。

Objective To explore and analyze the application effect of problem-oriented management mode in physical examination management.Methods Clinical data of 300 cases of physical examination in physical examination center of Japanese hospital from December 1,2019 to December31,2020 were retrospectively analyzed and divided into control group(traditional nursing mode)and observation group(problem-oriented management mode)according to different management mode,with 150 cases in each group.The experience satisfaction and experience quality of the two groups were compared and observed.Results Comparison of the physical examination satisfaction of the two groups, the observation group and the control group were 94.7% and 75.3% respectively (P=0.006).Comparison of physical examination routine indexes between the two groups showed that scores of the observation group (physical examination credibility, physician service attitude, simplicity of physical examination process, total physical examination time) were all higher than those of the control group (P<0.01). Comparison of the quality of physical examination service between the two groups showed that the scores of the observation group were significantly higher than those of the control group (P<0.01). Conclusion For the medical examiners, the adoption of problem-oriented management mode can significantly improve their service satisfaction and quality of medical examination service.