新冠疫情发生前后患者与临床科室对检验科的满意度分析

Analysis of Patients'and Clinical Departments'Satisfaction with Clinical Laboratory Before and After COVID-19 Epidemic

目的了解新冠疫情发生前后门诊患者及临床相关科室对检验科工作的满意度及其变化。方法收集2018年1月—2022年6月,恩泽集团门诊患者20129份以及临床相关科室10000份对检验科的满意度调查问卷,统计满意度与调查对象的基本信息、检验科标本量、各指标报告周转时间(turnaround time,TAT)的关系。结果疫情发生后就医秩序与报告等待的满意度从88.5%(2018年第三季度)上升到97.7%(2022年第二季度);近两年门诊、病区核酸标本量分别增长了5.34倍、1.25倍,核酸报告TAT分别缩短了5.24倍、6.65倍,满意度分别升高了1.23%、0.74%,缩短核酸报告TAT可能是检验科满意度稳步提高的主要因素。结论医院在新冠疫情期间按照政府的一系列规范要求,全力以赴地提升检验工作效率,持续缩短核酸报告时间,为应对疫情、方便患者就医提供了有力支持。

Objective To understand the satisfaction of outpatients and clinical departments with the clinical laboratory work and its changes before and after COVID-19 epidemic. Methods From January, 2018 to June, 2022,20129 copies of from outpatients and 10,000 copies of satisfaction questionnaires clinical related departments of Enze Group were collected. The relationship between the satisfaction and the basic information of the respondents, the number of samples in the clinical laboratory and the turnaround time(TAT) of each indicator was statistically analyzed. Results After the outbreak of COVID-19, the satisfaction degree of medical order and report waiting increased from 88.5%(the third quarter of 2018) to 97.7%(the second quarter of 2022). In recent two years, the number of nucleic acid samples in outpatient department and ward increased by 5.34 times and 1.25 times respectively, and the TAT of nucleic acid report decreased by 5.24 times and 6.65 times respectively, and the satisfaction increased by 1.23% and 0.74% respectively. Shortening TAT of nucleic acid report may be the main factor for the steady improvement of the satisfaction of laboratory. Conclusion During the epidemic period in COVID-19, according to a series of government regulations, the hospital went all out to improve the efficiency of inspection and continuously shorten the time of nucleic acid reporting, which provided strong support for coping with the epidemic and facilitating patients to seek medical treatment.