[1]刘 敏,姚翠萍.精细化管理策略对门诊护理质量及患者满意度的影响[J].医学信息,2021,34(03):182-184.[doi:10.3969/j.issn.1006-1959.2021.03.053]
　LIU Min,YAO Cui-ping.The Effect of Refined Management Strategy on Outpatient Care Quality and Patient Satisfaction[J].Medical Information,2021,34(03):182-184.[doi:10.3969/j.issn.1006-1959.2021.03.053]
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精细化管理策略对门诊护理质量及患者满意度的影响()
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医学信息[ISSN:1006-1959/CN:61-1278/R]

卷:
34卷
期数:
2021年03期
页码:
182-184
栏目:
护理研究
出版日期:
2021-02-01

文章信息/Info

Title:
The Effect of Refined Management Strategy on Outpatient Care Quality and Patient Satisfaction
文章编号:
1006-1959（2021）03-0182-03
作者:
刘 敏; 姚翠萍
（南方医科大学珠江医院门诊部，广东 广州 510282）
Author(s):
LIU Min; YAO Cui-ping
(Outpatient Department,Zhujiang Hospital,Southern Medical University,Guangzhou 510282,Guangdong,China)
关键词:
精细化; 管理策略; 患者满意度; 护理质量
Keywords:
Refinement; Management strategy; Patient satisfaction; Nursing quality
分类号:
R473
DOI:
10.3969/j.issn.1006-1959.2021.03.053
文献标志码:
A
摘要:
目的 探讨精细化管理策略对门诊患者满意度与护理质量的影响。方法 选取2017年1月~12月我院未实施精细化管理策略的20名门诊护理人员及50例患者作为对照组，选取2018年1~12月我院实施精细化管理策略的20名门诊护理人员及50例患者作为观察组，比较两组采血等候时间、取单等候时间、注射等候时间、门诊护理质量评分、患者满意度以及投诉情况。结果 观察组患者采血等候时间、取单等候时间、注射等候时间均短于对照组，差异有统计学意义（P＜0.05）。观察组护理人员服务意识、突发事件应急处理能力、操作技术、职业道德各项护理质量评分均高于对照组，差异有统计学意义（P＜0.05）。观察组患者总满意率为96.00%，高于对照组的62.00%，差异有统计学意义（P<0.05）。观察组护理投诉率为2.00%，低于对照组的14.00%，差异有统计学意义（P＜0.05）。结论 精细化管理策略利于提高门诊患者满意度与护理质量，降低护理投诉率。
Abstract:
Objective To explore the impact of refined management strategies on patient satisfaction and quality of care in outpatients.Methods From January to December 2017, 20 outpatient nurses and 50 patients who did not implement the refined management strategies in our hospital were selected as the control group.From January to December 2018, 20 outpatient nurses and 50 patients were selected as the observation group.The waiting time of blood sampling, waiting time of taking orders, waiting time of injection, nursing quality score of outpatients, patients’ satisfaction and complaints were compared between the two groups.Results The waiting time of blood sampling, waiting time of taking orders and waiting time of injection in the observation group were shorter than those in the control group, the difference was statistically significant (P＜0.05). The nursing quality scores of nurses in the observation group were higher than those in the control group in terms of service awareness, emergency response ability, operational skills, and professional ethics,the difference was statistically significant (P<0.05).The total satisfaction rate of patients in the observation group was 96.00%, which was higher than the 62.00% in the control group,the difference was statistically significant (P<0.05).The nursing complaint rate in the observation group was 2.00%, which was lower than the 14.00% in the control group,the difference was statistically significant (P<0.05).Conclusion The refined management strategy is beneficial to improve the satisfaction of outpatients and the quality of care, and reduce the rate of nursing complaints.

参考文献/References:

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更新日期/Last Update: 1900-01-01