基于PDCA的同质化质量管理模式对中医院门诊服务质量的影响

Influence of Homogeneous Quality Management Model Based on PDCA on Outpatient Service Quality in Traditional Chinese Medicine Hospital

目的:探讨基于PDCA的同质化质量管理模式对中医院门诊服务质量的影响。方法:选取2022年10月—2023年4月于中山市中医院悦来门诊就诊的患者79例为实施前组,2023年5—10月同院门诊就诊的患者79例为实施后组。实施前组实施常规医疗质量管理,实施后组实施PDCA的同质化质量管理模式。比较两组医疗服务质量、服务满意度及不良事件发生情况。结果:实施后组流程秩序、服务态度、操作技术得分均高于实施前组(P<0.001);实施后组满意度高于实施前组(P=0.015);实施后组不良事件总发生率低于实施前组(P=0.028)。结论:基于PDCA的同质化质量管理模式能提高中医院门诊医疗服务质量及满意度,降低不良事件发生率。

Objective:To explore the influence of PDCA based homogeneous quality management model on outpatient service quality of traditional Chinese medicine hospital.Methods:A total of seventy-nine patients who visited Yuelai Clinic of Zhongshan Hospital of Traditional Chinese Medicine from October 2022 to April 2023 were selected as the pre-implementation group,and seventy-nine patients who visited outpatient department of the same hospital from May to October 2023 were selected as the postimplementation group.The pre-implementation group implemented routine medical quality management,and the postimplementation group implemented PDCA homogenized quality management mode.Medical service quality,service satisfaction and adverse events were compared between the two groups.Results:The scores of process order,service attitude and operation technique in the post-implementation group were higher than those in the pre-implementation group(P<0.001);the satisfaction of post-implementation group was higher than that of pre-implementation group(P=0.015);the total incidence of adverse events in the post-implementation group was lower than that in the pre-implementation group(P=0.028).Conclusion:The homogeneous quality management model based on PDCA can improve the quality and satisfaction of outpatient medical services in traditional Chinese medicine hospitals and reduce the incidence of adverse events.