在门诊预检分诊中开展品管圈活动对提升分诊效率与满意度的作用.docx

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在门诊预检分诊中开展品管圈活动对提升分诊效率与满意度的作用

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【摘要】目的：探讨在门诊预检分诊中开展品管圈活动对提升分诊效率与满意度的作用。方法：本次研究选取的120例研究对象，均为2018-06月至2020-06月期间我院门诊收治的患者，其中有60例患者采取常规门诊预检分诊干预（对照组），另外60例患者开展品管圈活动干预（观察组），比较两组患者分诊准确率以及护理干预满意度。结果：观察组漏误诊率1.67%明显低于对照组10.00%，且其分诊准确率96.67%、护理满意度91.67%均明显高于对照组83.33%、78.33%，具有统计学差异（P＜0.05）。结论：在门诊预检分诊工作中开展品管圈活动干预，不仅能有效的提高分诊准确率，缩短问诊时间，还有助于提高整体工作效率，有利于提升患者的满意度，值得应用。

【关键词】：门诊；预检；分诊；品管圈活动；分诊效率；满意度

Effectofqualitycontrolcircleactivitiesonimprovingtriageefficiencyandsatisfactioninoutpatienttriage

SuYan

YuechiCountyPeoplesHospital

[Abstract]Objective:Toexploretheeffectofqualitycontrolcircle(QCC)onimprovingtriageefficiencyandsatisfaction.Methods:120casesofpatientsinourhospitalfromJune2018toJune2020wereselectedinthisstudy.Amongthem,60casesweregivenroutineoutpatienttriageintervention(controlgroup),andtheother60casesweregivenqualitycontrolcircleactivityintervention(observationgroup).Thetriageaccuracyandnursinginterventionsatisfactionofthetwogroupswerecompared.Results:themisdiagnosisrateoftheobservationgroupwas1.67%,whichwassignificantlylowerthan10.00%ofthecontrolgroup,andthetriageaccuracyratewas96.67%,andthenursingsatisfactionratewas91.67%,whichweresignificantlyhigherthan83.33%and78.33%ofthecontrolgroup,withstatisticaldifference(P0.05).Conclusion:thequalitycontrolcircleactivitiesinterventioninoutpatientpreinspectionandtriageworkcannotonlyeffectivelyimprovethetriageaccuracyrate,shortentheinterrogationtime,butalsohelptoimprovetheoverallworkefficiencyandimprovethesatisfactionofpatients,whichisworthyofapplication.

[Keywords]:outpatientservice;preinspection;triage;qualitycontrolcircleactivities;triageefficiency;satisfaction

门诊作为医院的重要窗口之一，它直接决定了医院的形象以及声誉。而门诊的护理服务质量不仅直接影响患者对医院的印象，还影响着医院的社会效益[1]。目前，随着社会的快速发展以及人们认知水平的不断提高、自我权益保护意识增强，使得人们对医疗服务质量的要求、期望也逐