探讨如何提高门诊预检分诊效率、准确率以及患者的满意度

Exploring How to Improve the Efficiency and Accuracy of Pre-examination and Triage in Outpatient Clinics and the Satisfaction of Patients

目的探讨提升门诊预检分诊效率、准确率及患者满意度的方法。方法以2020年1月—2021年12月在该院工作的10名护理人员为研究对象,其中2020年1—12月实行常规门诊预检分诊(对照组),2021年1—12月实行持续质量改进预检分诊(研究组),每组纳入71例患者。对比两组患者预检分诊效率、分诊准确度、护患纠纷发生率、护理投诉率、护理满意度,对比两组护理人员对预检分诊工作满意度。结果研究组患者分诊时间、就诊等候时间短于对照组,差异有统计学意义(P<0.05)。研究组患者分诊准确率(97.18%)高于对照组(83.10%),差异有统计学意义(P<0.05)。研究组护患纠纷发生率(0.00%)和护理投诉率(1.41%)低于对照组(5.63%、9.86%),差异有统计学意义(P<0.05)。研究组患者各项护理满意度评分均高于对照组,差异有统计学意义(P<0.05)。研究组护理人员对预检分诊工作满意度评分高于对照组,差异有统计学意义(P<0.05)。结论在门诊预检分诊中应用持续质量改进有助于提升分诊效率和分诊准确度,减少护患纠纷和护理投诉,提升患者和护理人员满意度。

Objective To explore the methods to improve the efficiency,accuracy and patient satisfaction of outpatient pre-examination and triage.Methods 10 nursing staff who worked in the hospital from January 2020 to December 2021 were selected as study subjects.Among them,routine outpatient pre-examination and triage(control group)was implemented from January to December 2020,and continuous quality improvement pre-examination and triage(study group)was implemented from January to December 2021.71 patients in each group.The efficiency of pre-examination and triage,the accuracy of triage,the incidence of nurse-patient disputes,the rate of nursing complaints,and the nursing satisfaction were compared between the two groups of patients.Compared the two groups of nurses'satisfaction with the pre-examination and triage work.Results The triage time and waiting time of patients in the study group were shorter than those in the control group,and the difference was statistically significant(P<0.05).The accuracy rate of triage in the study group(97.18%)was higher than that in the control group(83.10%),and the difference was statistically significant(P<0.05).The incidence of nurse-patient disputes(0.00%)and nursing complaints(1.41%)in the study group were lower than those in the control group(5.63%,9.86%),and the difference was statistically significant(P<0.05).The nursing satisfaction scores of the patients in the study group were higher than those in the control group,and the difference was statistically significant(P<0.05).The nursing staff in the study group were higher than those in the control group on the pre-examination and triage work satisfaction scores,and the difference was statistically significant(P<0.05).Conclusion The application of continuous quality improvement in outpatient pre-examination and triage can help to improve the efficiency and accuracy of triage,reduce nurse-patient disputes and nursing complaints,and improve the satisfaction of patients and nurses.