医院自助医疗系统及一站式服务在提高患者就诊满意度中的效果评价分析

Evaluation Analysis of the Effectiveness of Hospital Self-service Medical System and One-stop Service in Improving Patient Satisfaction in Medical Visits

目的探讨引入医院自助医疗系统及一站式服务对提升患者就诊过程中满意度的效果。方法选取泰州市中医院医护人员(n=16)以及患者(n=590)为研究对象,其中2020年1—年12月开展常规引入,2021年1月—2022年8月开展自助医疗系统引入及使用一站式服务,比较引入前后医护人员及患者的满意度、医务人员工作质量改善情况。结果应用自助医疗系统及一站式服务后医务人员对工作开展总满意度显著高于开展前,患者对就诊过程的满意度高于就诊前,医务人员工作质量评分(9.14±1.04)分显著高于引入前(5.12±2.01),差异有统计学意义(P<0.05)。结论自助医疗系统和一站式服务的引入可以更好地提升医护人员工作能力以及患者对就诊满意程度,在实际工作中应对该种服务方式进行积极的推广和应用。

Objective To explore the effect of the introduction of hospital self-help medical system and one-stop service on promoting of the satisfaction of patients in the process of consultation.Methods medical and nursing staff(n=16)and patients(n=590)of Taizhou City Hospital of Traditional Chinese Medicine were selected,the routine introduction was carried out from January to December 2020,and the introduction of self-service medical system and the use of one-stop service was carried out in the time period from January 2021 to August 2022,compare the satisfaction of medical staff and patients and the improvement of work quality of medical staff before and after the introduction.Results After the implementation of the self-service medical system and the one-stop service,the overall satisfaction of the medical staff was significantly higher than before the introduction and the satisfaction of patients with the visit process was higher than before the introduction and the quality of work score of the medical staff(9.14±1.04)points was significantly higher than before the introduction(5.12±2.01)points,the difference was statistically significant(P<0.05).Conclusion The introduction of self-help medical system and one-stop service can better improve the working ability of medical staff and patients'satisfaction with the consultation,this type of service should be actively promoted and applied in practice.