多学科协作PDCA管理对医院门诊服务质量及不良事件的影响

Impact of Multidisciplinary Collaboration PDCA Management on Service Quality and Adverse Events in Hospital Outpatient Clinics

目的探讨多学科协作联合PDCA管理在提升医院门诊满意度的临床效果。方法选取2022年1—12月深圳市南山区妇幼保健院的35名工作人员作为研究对象,2022年1—6月采用常规管理设置为对照组,2022年7—12月采用多学科协作联合PDCA管理设置为观察组。比较两组工作效率,药学服务质量评分,工作人员满意度,工作人员工作状态以及不良事件发生情况。结果与对照组比较,观察组患者取药所花费的时间以及每张处方调配所花费的用时较短,日处方量较多,差异有统计学意义(P<0.05)。观察组服务质量的评分高于对照组,差异有统计学意义(P<0.05)。观察组工作人员的总满意率高于对照组,差异有统计学意义(P<0.05)。观察组工作人员的工作状态高于对照组,差异有统计学意义(P<0.05)。观察组不良事件总发生率(2.86%)低于对照组(17.14%),差异有统计学意义(χ^(2)=3.968,P<0.05)。结论医院门诊采取多学科协作联合PDCA管理,能够显著提高工作人员的工作效率,提升服务质量以及工作人员的满意度,改善工作人员的工作状态,降低不良事件的发生率。

Objective To explore the clinical effect of multidisciplinary collaboration combined with PDCA management in improving hospital outpatient satisfaction.Methods 35 staff members of Shenzhen Nanshan District Maternal and Child Health Hospital from January to December 2022 were selected as the study subjects.From January to June 2022,routine management was adopted as the control group,and multidisciplinary collaboration combined with PDCA management was adopted as the observation group from July to December 2022.The work efficiency,pharmaceutical care quality score,staff satisfaction,working status and adverse events of the two groups were compared.Results Compared with the control group,the time spent on taking medicine and dispensing each prescription in the observation group were shorter,and the daily prescription amount was larger,and the differences were statistically significant(P<0.05).The score of service quality in the observation group was higher than that in the control group,and the difference was statistically significant(P<0.05).The total satisfaction rate of staff in the observation group was higher than that of the control group,and the difference was statistically significant(P<0.05).The working condition of staff in the observation group was higher than that of the control group,and the difference was statistically significant(P<0.05).The total incidence rate of adverse events in the observation group was 2.86%,which was lower than that in the control group(17.14%),and the difference was statistically significant(χ^(2)=3.968,P<0.05).Conclusion Multidisciplinary collaboration combined with PDCA management for hospital outpatient clinics can significantly improve the efficiency of the staff,enhance the quality of service and staff satisfaction,improve the working condition of the staff,and reduce the incidence of adverse events.