综合医院门诊分诊流程的优化与管理

目的:探讨综合医院门诊分诊工作流程的优化与管理模式。方法:对收集2014年8月-2016年1月于笔者所在三甲医院门诊专病诊区1000例门诊就诊患者作为研究对象,随机分为实验组与对照组,每组各500例。对照组给予传统的常规门诊分诊,实验组采用以患者为中心的优质护理模式,在常规护理的基础上给予就诊流程的优化与管理,比较两组在就诊过程中的候诊时间、服务态度、就诊流程、分诊导诊准确、健康教育满意度及投诉率等项目内容。结果:实验组候诊时间满意度、服务态度满意度、就诊流程满意度、健康教育满意度及分诊导诊准确率等方面与对照组相比较有明显提升,提升率在34%以上,而投诉率也有明显下降,低于对照组18.4%。具有统计学意义(P<0.01)。结论:优化的就诊流程、科学的管理模式、高质量的门诊护理服务质量有助于提高门诊分诊效率,提高就诊患者满意度,树立良好的医院品牌形象,不断的增强医院的社会影响力。

Objective:To explore the optimization and management model of outpatient triage process in general hospital.Method:1000 outpatients were collected as research subjects,who were in the author’s hospital outpatient clinic from August 2014 to January 2016.They were randomly divided into experimental group and control group, with 500 cases in each group.The control group was given the traditional routine outpatient triage.On the basis of routine nursing,the experimental group was given the optimization and management of the treatment process.The related items in the process of treatment are compared between two groups,such as the waiting time, service attitude,treatment process,triage guidance accuracy,health education satisfaction and complaint rate etc.Results:The waiting time satisfaction,service attitude satisfaction, process satisfaction,health education satisfaction and triage guidance accuracy of experimental group were significantly higher than that of the control group,and all above 34%.The rate of complaints in the experimental group also decreased significantly, which was lower than the control group 18.4%, with statistical significance(P<0.01).Conclusion:Optimization of treatment process, scientific management mode, and high quality of outpatient nursing service is conducive to improve the efficiency of outpatient triage,improve patient satisfaction,establish a good brand image of the hospital,and constantly enhance the social influence of the hospital.