摘要
目的探索通过整合管理来优化门诊流程,缩短患者门诊就诊时间,提高门诊整体服务水平。方法选取2008年10月13—17日及2009年5月11—15日本院门诊就诊患者各300例,前组为对照组按一般门诊流程就诊,后组为研究组按优化后门诊流程就诊。采用自制问卷调查表调查两组患者就诊所花费的时间及对医院门诊软硬环境的满意率。结果患者在门诊就诊各环节所花费时间的比较,研究组患者就诊时间明显比对照组缩短;患者对门诊就诊软硬环境的满意率比较,研究组比对照组满意率也有较明显的提高。结论通过整合管理,建立预约制、快捷门诊,设立综合服务咨询台,简化和整合门诊流程,能有效缩短患者非医疗就诊时间,体现人性化服务理念,从而增强了整体服务水平,提高了患者的满意度。
Objective To investigate an optimized management process for outpatients, in order to shorten their visit time and improve the overall outpatient services. Methods 300 outpatients of our hospital during October 13 - 17, 2008 and May 11 - 15, 2009 were selected for comparison. The former group （control group） had undergone the general outpatient management process while the latter group （study group） was processed by the optimized procedure. Both groups used our self-made questionnaire of the time consuming for treatment and satisfaction rate. Results In regard to the time consuming for treatment of outpatients, the study group was significantly shorter than the control group. As to the satisfaction rate about the soft and hard environment in clinic, the study group had higher score than the control group. Conclusion The integrated management process includes establishing a reservation system, quick visit clinic, an integrated service desk and integrated outpatient process, etc. It can effectively shorten the patient＇s non-treatment time, and embody humanized service principle ,thus improving overall service levels with increased patient satisfaction.
出处
《上海护理》
2009年第6期8-11,共4页
Shanghai Nursing
基金
上海申康市级医院临床管理优化项目基金资助(课题编号:SHDC2008611)
关键词
门诊就诊流程
整合管理
优化
Outpatient process
Integrated management
Optimization
作者简介
作者简介：曹新妹（1955-），女，主任护师，本科，主要从事护理管理。
