目标化管理在提高门诊预约诊疗服务质量及患者满意度中的应用

Application of t argeted management in improving the quality of outpatient appointment diagnosis and treatment service and patient satisfaction

目的 探讨目标化管理对门诊预约诊疗服务质量及患者满意度的影响,为提高门诊服务水平提供参考。方法 选取2020年1月—2020年6月在郸城县慢性病医院接受常规门诊预约服务的106例患者作为对照组,选取2020年7月—2021年1月接受目标化管理门诊预约服务的110例患者作为观察组。比较2组患者预约挂号率及意愿就诊率,患者挂号就诊渠道、患者诊疗等候时长、预约诊疗服务质量、患者满意度等指标。结果 观察组患者预约挂号率、意愿就诊率均高于对照组,差异均有统计学意义(P<0.05)。观察组患者微信公众号、电话预约挂号率高于对照组,自助挂号机、人工窗口挂号率低于对照组,差异均有统计学意义(P<0.05)。观察组患者预约挂号所需时长、线上预约候诊时长均短于对照组,差异均有统计学意义(P<0.05);2组患者现场挂号候诊时长比较,差异无统计学意义(P>0.05)。观察组患者就诊环境、工作态度、诊疗效率、人文关怀、就诊秩序5项服务质量评分均高于对照组,差异均有统计学意义(P<0.05)。观察组患者预约流程、门诊服务、就诊时间、候诊时长、医护态度5项护理满意度评分均高于对照组,差异均有统计学意义(P<0.05)。结论 目标化管理能改善门诊预约诊疗服务质量及患者满意度,在提高患者诊疗效率的同时提高线上预约就诊率。

Objective To investigate the effect of targeted management on the quality of outpatient appointment diagnosis and treatment services and patient satisfaction to provide evidence for improving the level of outpatient services. Methods A total of 106 patients who received routine outpatient appointment services in Dancheng Chronic Disease Hospital from January 2020 to June 2020 were selected as study subjects in the control group. Meanwhile, 110 patients who received targeted management outpatient appointment services from July 2020 to January 2021 were selected as subjects in the observation group. The appointment registration rate and rate of willingness to hospital visits, patient registration channel, patient waiting time for diagnosis and treatment, appointment diagnosis and treatment service quality, patient satisfaction, and other indicators were compared between the two groups. Results The appointment registration rate and willingness to hospital visits in the observation group were higher than those in the control group, and the differences were statistically significant(P<0.05). The We Chat official account and telephone appointment registration rates in the observation group were higher than those in the control group, and the self-service registration and manual registration rates were lower than those in the control group, with statistically significant differences(P<0.05). The length of appointment registration and online appointment waiting in the observation group were shorter than those in the control group, and the differences were statistically significant(P<0.05). There was no significant difference in the length of on-site registration waiting between the two groups(P>0.05). The scores of 5 service quality(treatment environment, work attitude, diagnosis and treatment efficiency, humanistic care, and treatment order) in the observation group were higherthan those in the control group, and the differences were statistically significant(P<0.05). The five nursing satisfaction scores(appointment process, outpatient service, treatment time, waiting time, and medical attitude) in the observation group were higher than those in the control group, and the differences were statistically significant(P<0.05). Conclusion Targetedmanagement can improve the quality of outpatient appointment diagnosis and treatment services and patient satisfaction, and improve the efficiency of patient diagnosis and treatment while raising the online appointment rate.