门急诊风险管控绩效KPI-360度评价指标体系设计及对老年人就诊安全感的改善效果分析

Design of KPI-360° Evaluation Index System for Outpatient and Emergency Risk Management and Control Performance and Analysis of the Improvement Effect on Elderly’s Sense of Security in Seeing a Doctor

目的:设计门急诊风险管控绩效KPI-360度评价指标体系的核心模块,验证该体系对老年人就诊安全感的改善效果。方法:选择2021例就诊于吉林市化工医院门急诊的老年患者,随机分为对照组A和观察组A。对照组A行传统门急诊风险管控,观察组A实施KPI-360度评价指标体系。比较两组患者投诉风险警示评分、潜在安全隐患评分;将参与本研究中的急诊工作人员86名随机分为对照组B和观察组B,对照组B实施常规门急诊接诊护理流程,观察组B实施门急诊风险管控绩效KPI-360度评价指标体系,比较两组工作人员的日常工作评定评分、工作遂行力和执行力评分、心理弹性评分。结果:观察组A患者风险警示评分、潜在安全隐患评分均低于对照组A,差异有统计学意义(P<0.05)。观察组B工作人员日常工作评定评分、工作遂行力和执行力评分、心理弹性评分比较均高于对照组B,差异有统计学意义(P<0.05)。结论:门急诊风险管控绩效KPI-360度评价指标体系有利于规避风险,减少医疗纠纷,提高患者就医体验。

Objective: To design the core module of the KPI-360 evaluation index system for outpatient and emergency riskmanagement and control performance, and to verify the improvement effect of the system on the elderly’s sense of security in seeinga doctor. Methods: 2021 elderly patients who were treated in the outpatient and emergency department of Jilin Chemical Hospitalwere selected and randomly divided into control group A and observation group A. The control group A underwent traditionaloutpatient and emergency risk management, and the observation group A implemented the KPI-360 evaluation index system.Complaint risk warning scores and potential safety hazards scores were compared between the two groups of patients. 86 emergencydepartment staff participating in this study were randomly divided into control group B and observation group B. Control group Bimplemented routine outpatient and emergency admissions and nursing procedures, and observation group B implemented theKPI-360 evaluation index system for outpatient and emergency risk management and control performance. The daily workevaluation scores, work performance and execution scores, and psychological resilience scores of the two groups of staff werecompared. Results: The risk warning score and potential safety hazard score of patients in observation group A were lower thanthose in control group A, and the difference was statistically significant(P<0.05). The daily work assessment scores, workperformance and execution scores, and psychological resilience scores of staff in observation group B were higher than those incontrol group B, and the differences were statistically significant(P<0.05). Conclusion: The KPI-360 evaluation index system ofoutpatient and emergency risk management and control performance is conducive to avoiding risks, reducing medical disputes, andimproving patients’ medical experience.