优质护理服务在门诊预检分诊中的应用及体会

发布时间：2020-11-06 00:59:15 来源：文档文库

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聂莉华江西省丰城市人民医院，江西丰城　331100

【摘要】［摘要］目的探讨门诊预检分诊开展优质护理服务的效果，以提升服务质量，提高服务效率。方法选取2015年2月门诊就诊患者500例为对照组，按常规分诊方法进行分诊；选取2015年5月门诊就诊患者500例为观察组，在常规分诊方法基础上采用优质护理服务，包括转变服务观念、做好心理护理、进行健康宣教。比较两组因分诊失误而发生的挂错号、投诉率及患者满意度。　结果观察组挂错号比率低于对照组，差异具有统计学意义（χ2= 6.342，P＜0.05）；观察组无一例投诉，显著低于对照组的投诉率，差异具有统计学意义（χ2=4.363，P＜0.05）；观察组患者满意度达97.0%，显著高于对照组，差异具有统计学意义（χ2=8.231，P＜0.05）。　结论优质护理服务能明显提高门诊预检分诊质量，提高工作效率，提升患者满意度，使医院获得良好的经济效益和社会效益。

【期刊名称】中国现代医生

【年(卷),期】2016(054)011

【总页数】3

【关键词】［关键词］优质护理服务；门诊预检分诊；满意度；投诉

［Abstract］Objective To exp1ore app1ication and experience of high qua1ity nursing service in outpatients pre diagnosis，to improve service qua1ity and service efficiency.Methods A tota1 of 500 cases outpatients were se1ected as the contro1 group in February 2015，were treated with conventiona1 method diagnosing triage；500 cases outpatients were se1ected as the observation group in May 2015，were treated with the high qua1ity of nursing service based on the conventiona1 diagnosis method，inc1uding the change of service concept，good psycho1ogica1 care，hea1th education.The wrong number of errors and the occurrence of fa1se numbers，comp1aints rate and patient satisfaction were compared between two groups.Results The wrong number rate in observation group was significant1y 1ower than the contro1 group，there was significant difference（χ2=6.342，P＜0.05），and no customer comp1aints in observation group，was 1ower than that of contro1 group，the difference was significant（χ2=4.363，P＜0.05），and the satisfaction in observation group was 97.0%，significant1y higher than that of the contro1 group，the difference was significant（χ2=8.231，P＜0.05）.Conclusion The qua1ity of nursing service can significant1y improve outpatients pre triage qua1ity，improve work efficiency，improve patients satisfaction，the hospita1 can obtain good economic benefit and socia1 benefit.