中医名医堂门诊患者护理需求调查及对策分析

Investigation on nursing needs of patients in the Traditional Chinese Medicine Famous-Doctor clinic and countermeasures

目的对中医名医堂门诊患者的护理需求进行调查,分析存在的问题并提出改进措施,提高中医门诊护理服务质量。方法结合医院中医名医堂特点及具体情况,自行设计调查问卷,研究人员现场发放调查问卷,现场回收,被调查人员采取无记名方式填写,分析就诊患者选择中医名医堂的原因,从就诊环境、就诊流程、分诊准确、服务热情、服务主动、沟通能力、专业知识等7个方面对目前提供的护理服务满意度进行调查分析。结果挂号方式以“114平台”挂号和“医院公众号”挂号为主,分别占35.50%和28.00%。134(67.00%)患者认为“知名专家的名声”是选择在名医堂就诊的主要原因。“就诊环境”得分(4.51±0.60)分,高于“服务水平”的(4.17±0.61)分和“就诊流程”的(3.84±1.04)分。“就诊流程”中“挂号过程”满意度最低。结论针对存在的问题制定了提高护理人员综合素质,协助患者挂号、缴费,优化取药流程护理服务等有针对性的对策。

Objective To investigate the nursing needs of patients in a Traditional Chinese Medicine(TCM)Famous Doctor clinic,analyze the existing problems,and take improvement measures to improve the quality of outpatient nursing service.Methods According to the charac⁃teristics and specific situation of the TCM Famous-Doctor clinic,the self-made questionnaire was distributed and collected on site.The respondents filled it in by anonymous.The reasons why the patients chose the TCM Famous Doctor clinic were analyzed from seven aspects to investigate and analyze the satisfaction of nursing services currently provided,such as treatment environ⁃ment,diagnosis process,accurate triage,enthusiastic service,initiative service,communication ability professional knowledge.Results The main approaches of making and appointment were“114 online platform”and“Wechat accounts platform”,accounting for 35.50%and 28.00%re⁃spectively.There were134(67.00%)patients who considered the high reputation of famous doc⁃tors as the main reason of attendance of Famous Doctor clinic.The score of evaluation on doctorvisiting environment was(4.51±0.60),higher than(4.17±0.61)of doctor-visiting service and(3.84±1.04)of doctor-visiting process,and issue about making an appointment in the doctor-vis⁃iting process received the lowest satisfaction.Conclusion In view of the existing problems,tar⁃geted countermeasures were formulated to improve the comprehensive quality of nurses,assist pa⁃tients in registration and payment,and optimize the drug taking process.