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目的探讨县级公立医院改革中优化门诊大厅导诊服务,对提高护理质量和患者满意度,降低患者投诉率的效果。方法通过优化环境与人力资源的配置、培训和利用,服务规范的制订与实施,建立完善的质量考核体系和有效的激励机制,开展“微笑服务、温馨医院”创建活动,比较服务开展前后导诊服务质量及患者满意度。结果优化导诊服务2年来导诊服务质量从87.69分提至95.27分,患者满意度从85%升至99%,患者投诉率从0.028‰降至0.003‰,改进前后差异均有统计学意义(P<0.001)。结论导诊服务的优化使护理质量和患者满意度明显提升,投诉率降低,改善了患者就医体验。
Objective To explore the effect of optimizing the referral service in the outpatient lobby in the reform of county-level public hospitals to improve the quality of care and patient satisfaction and reduce the rate of complaint. Methods By optimizing the configuration, training and utilization of environment and human resources, formulation and implementation of service standards, establishing a sound quality assessment system and effective incentive mechanism, carrying out activities such as “smiling service, warm hospital” and comparing services before and after the service Guide the quality of service and patient satisfaction. Results The quality of referral service improved from 87.69 points to 95.27 points in two years, the patient satisfaction rose from 85% to 99%, and the complaint rate dropped from 0.028 ‰ to 0.003 ‰, with significant differences between before and after improvement P <0.001). Conclusion The optimization of referral service has obviously improved the quality of nursing and patient satisfaction, reduced the complaint rate and improved the patients’ medical experience.