风险管理结合流程化管理在门诊护理管理中的应用效果

Application effect of risk management combined with process management in outpatient nursing management

目的探讨风险管理结合流程化管理在门诊护理管理中的应用效果。方法选取2019年11月至2020年11月厦门大学附属翔安医院收治的门诊患者80例作为研究对象,采用随机数字表法将其分对照组(40例)和观察组(40例),对照组采用常规管理,观察组采用风险管理结合流程化管理,比较两组患者满意度、护理质量、投诉率等。结果观察组护理管理满意度高于对照组,差异有统计学意义(P<0.05),观察组就诊时间、等待时间、挂号时间均短于对照组,差异有统计学意义(P<0.05),观察组投诉和医患纠纷总发生率低于对照组,差异有统计学意义(P<0.05)。结论门诊护理管理中引入风险管理、流程化管理,并将此两者结合使用,对护理管理效果和质量、患者满意度等均有提升效果,并可降低门诊投诉率,对医患双方均有利。

Objective To explore the application effect of risk management combined with process management in outpatient nursing management.Methods A total of 80 outpatients treated in Xiang′an Hospital of Xiamen University School of Medicine,Xiamen University from November 2019 to November 2020 were selected as the research object.They were divided into control group(40 cases)and observation group(40 cases)by random number table method.The control group was under routine management,and the observation group was under risk management combined with flow management.The patient satisfaction,nursing quality and complaint rate of the two groups were compared.Results The satisfaction of nursing management in the observation group was higher than that in the control group,and the difference was statistically significant(P<0.05).The treatment time,waiting time and registration time in the observation group were shorter than those in the control group,and the differences were statistically significant(P<0.05).The total incidence rate of complaints and doctor-patient disputes in the observation group was lower than that in the control group,and the difference was statistically significant(P<0.05).Conclusion The combination of risk management and process management in outpatient nursing management can improve the effect and quality of nursing management and patient satisfaction,reduce the outpatient complaint rate,and be beneficial to both doctors and patients.