[1]方 琪,向 莉,王晓洁.环节管理对提高门急诊患者就诊体验的作用[J].医学信息,2021,34(02):35-38.[doi:10.3969/j.issn.1006-1959.2021.02.010]
　FANG Qi,XIANG Li,WANG Xiao-jie.The Role of Link Management in Improving the Experience of Outpatient and Emergency Patients[J].Medical Information,2021,34(02):35-38.[doi:10.3969/j.issn.1006-1959.2021.02.010]
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环节管理对提高门急诊患者就诊体验的作用()

医学信息[ISSN:1006-1959/CN:61-1278/R]

卷:
34卷
期数:
2021年02期
页码:
35-38
栏目:
出版日期:
2021-01-15

文章信息/Info

Title:
The Role of Link Management in Improving the Experience of Outpatient and Emergency Patients
文章编号:
1006-1959（2021）02-0035-04
作者:
方 琪; 向 莉; 王晓洁
（华中科技大学同济医学院附属协和医院急诊科，湖北 武汉 430022）
Author(s):
FANG Qi; XIANG Li; WANG Xiao-jie
(Emergency Department of Union Hospital,Tongji Medical College,Huazhong University of Scienceand Technology, Wuhan 430022,Hubei,China)
关键词:
门急诊; 环节管理; 就诊体验; 满意度
Keywords:
Outpatient and emergency department; Link management; Medical experience; Satisfaction
分类号:
R197
DOI:
10.3969/j.issn.1006-1959.2021.02.010
文献标志码:
B
摘要:
目的 观察加强门急诊就诊环节管理对提高患者就诊体验满意度的作用。方法 收集2013年1月~2014年1月我院门诊患者2,640,464例的就诊信息作为对照组，2019年1月~2020年1月6,575,589例门诊患者的就诊信息作为观察组，对照组未实施门诊管理措施，观察组通过建立网络自助平台、开放自助租赁轮椅平车、开放日间病房、延长门诊及药房取药时间等措施对门诊进行环节管理，比较两组门诊患者就诊满意度、门诊医生预约率、爽约率及门诊有效投诉率。结果 对照组门急诊患者就诊体验满意度为96.57%，低于观察组的98.78%，差异有统计学意义（P＜0.05）；对照组医生预约率为90.44%，低于观察组的95.65%，差异有统计学意义（P＜0.05）；对照组退号爽约率为1.30%，高于观察组的0.67%，差异有统计学意义（P＜0.05）；对照组有效投诉率为0.15%，高于观察组的0.09%，差异有统计学意义（P＜0.05）。结论 通过环节管理，完善就诊流程，可提供门急诊患者的就诊需求，改善患者就诊服务的满意度，降低投诉和纠纷的发生。
Abstract:
Objective To observe the effect of strengthening the management of outpatient and emergency visits to improve the satisfaction of patients’ visit experience.Methods The information of 2,640,464 outpatients in our hospital from January 2013 to January 2014 was collected as the control group, and the information of 6,575,589 outpatients from January 2019 to January 2020 was used as the observation group.The control group did not implement outpatient management measures. The observation group managed the outpatient clinics by establishing an online self-service platform, opening self-service wheelchair rental flat cars, opening day wards, extending the time for outpatients and pharmacies to collect medicines.Compare the two groups of outpatient satisfaction, outpatient appointment rate, missed appointment rate and effective outpatient complaint rate.Results The satisfaction rate of outpatient and emergency treatment in the control group was 96.57%, which was lower than 98.78% in the observation group,the difference was statistically significant (P<0.05);The appointment rate of doctors in the control group was 90.44%, which was lower than the 95.65% in the observation group,the difference was statistically significant(P<0.05);The account withdrawal rate in the control group was 1.30%, which was higher than 0.67% in the observation group,the difference was statistically significant (P<0.05);The effective complaint rate in the control group was 0.15%, which was higher than 0.09% in the observation group,the difference was statistically significant (P<0.05).Conclusion Through link management and perfecting the medical treatment process, it can provide the medical needs of outpatients and emergency patients, improve the satisfaction of patient medical service, and reduce the occurrence of complaints and disputes.

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更新日期/Last Update: 1900-01-01