摘要
目的探讨门诊输液室优化流程的实施成效。方法应用业务流程重组的管理学理论,对门诊输液室工作流程进行现况分析,全面重设及优化工作流程并组织实施。收集实施流程重组前后1年的患者满意度、护理工作质量、投诉、不良事件发生率及患者表扬率等指标进行统计学比较。结果实施后患者满意度、护理工作质量及护理人员获患者表扬率较实施前显著提高(P<0.01),护理投诉、不良事件发生率较实施前降低(P<0.05)。结论实施输液室流程重组,能提升患者满意度及护理工作质量,促进优质护理的深入推进。
Objective To observe the effect of reengineering business process in outpatient transfusion room.Methods Based on the management theory,the working process of outpatient transfusion room was reorganized and improved,and the existing key problems was analyzed.The data of satisfaction,complaint rate,working quality,commend rate before and after the process were compared statistically.Results The satisfaction,working quality and commend rate significantly increased after the process implemented（P ＜ 0.01）,while waiting time,complaint rate and adverse event happening rate decreased （P ＜ 0.05）.Conclusion Reengineering business process in outpatient transfusion room can optimize the business process and increase satisfaction and working quality.
出处
《海南医学》
CAS
2014年第2期298-300,共3页
Hainan Medical Journal
关键词
门诊输液
流程重组
护理管理
Business process reengineering
Clinic infusion
Nursing management
作者简介
通讯作者：韦燕萍。E—mail：weiyanping523@126．com
