军人门诊服务质量提升及效果评价
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摘要
目的运用护理专案改善方法对门诊官兵就诊关键环节进行持续质量改进,提高军队患者就医满意度。方法通过Delphi专家咨询法,自行设计问卷调查,内容涉及军人就诊"零障碍"、诊治"零审批"、住院"零待床"、合理医疗"零收费"、医疗服务"零投诉"等五个方面。数据运用SPSS 15.0进行统计,利用χ~2检验进行分析,运用专案改善方法制定可行性措施,比较分析改善前后为兵服务效果及满意率。结果实施专案改善前后效果明显,不满意项目目标值提升100%,总体满意度由改善前的95%上升至100%。结论通过窗口单位服务关键环节专案改善活动,可以改善环境、优化流程,提高门诊各环节工作效率和服务满意率,切实落实为兵服务"五个零"。
Objective To continuously improve the outpatient service for military officers and soldiers in key points of seeing doctors and to raise their satisfaction of medical service through specialized nursing care project. Methods Five aspects were taken into consideration, which were Delphi expert consultation method, self-designed questionnaire, "zero obstacles" for military officers and soldiers, "automatic approval" of diagnosis and treatment, "immediate hospitalization", "free-of-charge" within reasonable treatment, and "zero complaints" about medical service. In terms of data, SPSS 15.0 was used and χ~2 test was adopted for analysis. Next, feasible measures were established using specialized project of improvement. Also the satisfaction rate and the effectiveness between pre-measure and post-measure were compared. Results The effect after the implementation of the project is obvious. The target value of unsatisfied items increased by 100% and the overall satisfaction rate rose from 95% to 100%. Conclusion Through the improvement project of key service steps of window units, the clinic environment has been greatly enhanced and procedures of outpatient service have been optimized. Therefore, the goal of serving the army is attained.
Objective To continuously improve the outpatient service for military officers and soldiers in key points of seeing doctors and to raise their satisfaction of medical service through specialized nursing care project. Methods Five aspects were taken into consideration, which were Delphi expert consultation method, self-designed questionnaire, "zero obstacles" for military officers and soldiers, "automatic approval" of diagnosis and treatment, "immediate hospitalization", "free-of-charge" within reasonable treatment, and "zero complaints" about medical service. In terms of data, SPSS 15.0 was used and χ~2 test was adopted for analysis. Next, feasible measures were established using specialized project of improvement. Also the satisfaction rate and the effectiveness between pre-measure and post-measure were compared. Results The effect after the implementation of the project is obvious. The target value of unsatisfied items increased by 100% and the overall satisfaction rate rose from 95% to 100%. Conclusion Through the improvement project of key service steps of window units, the clinic environment has been greatly enhanced and procedures of outpatient service have been optimized. Therefore, the goal of serving the army is attained.
引文
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[2] 马晓伟.卫生部副部长马晓伟在护士岗位管理试点工作研讨会上的讲话摘要[J].中国护理管理,2012,12(4):5-6.
[3] 张薇薇,汪卓赟.医院门诊患者满意度调查分析及对策[J].现代医院,2014,14(01):99-101.
[4] 王瑜,江小蓉,吴爱强,等.军人信息化健康管理服务平台构建[J].解放军医院管理杂志,2014,21(6):520-521.
[5] 陈丽,郭三兰,张庆玲.门诊患者对医院标识的认可度与需求状况调查[J].护理学杂志,2016,31(6):66-67.
[6] 陈义,兰斌,代云芳,等.门诊患者挂号流程优化的难点与对策[J].西藏医学,2015,36(3):42-43.
[7] 刘毅蓉.急诊预检分诊隐患的原因分析及防范措施[J].世界最新医学信息文摘,2015,15(17):22-23.
[8] 汪洪明,寿清和,钟初雷,等.“一卡通”优化门诊流程的实践与体会[J].医院管理论坛,2015,32(10):34-35.