摘要
目的:对门诊挂号错误的原因进行分析,通过成立品管圈,提出干预对策。方法:选取2017年1月16日-2017年2月26日挂号的21560人次,对比干预后的2017年7月15日-2017年8月31日挂号的32637人次,计算出干预前后门诊分诊的错误率和进步率。结果:总错误率由原来的1.5%下降为0.46%,低于目标值0.8%。结论:通过优化门诊就诊流程,对分诊的人员进行培训,增加门诊楼层索引、标识标牌、门诊就诊须知及服务范围介绍,加强责任心,提高服务质量,完善医院的管理制度等对策,可以显著降低门诊分诊错误率。
In order to analyze the causes of outpatient registration errors, the quality control circle was set up and intervention measures were put forward. 21560 registered data from January 16, 2017 to February 26, 2017 were selected, and 32637 registered data from July 15, 2017 to August 31, 2017 after the intervention were compared, and the error rates of the outpatients before and after intervention were calculated. the total error rate dropped from 1.5% to 0.46%, which was lower than the target value of 0.8%. The process of out-patient consultation optimization, the personnel of the diagnosis training, increase the index of the outpatient floor, mark the sign, the notice of the outpatient service and the service range, strengthen the training of registered toll staff, strengthen the sense of responsibility, improve the quality of service, improve the management system of the hospital and so on, all above proceed can lower the error rate of the clinic. The effect is remarkable and the effect is remarkable.
引文
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