摘要
目的 研究分析优化门诊服务流程对于提升患者满意度的作用价值。方法 2020年我院门诊实施优化服务流程管理，以2020年门诊患者为观察组，2019年门诊患者为对照组，分析不同管理流程下患者的满意度。结果 两个时间段均抽取100明显患者为调查对象，观察组和对照组的满意度分别为98.0%及86.0%，数据差异具有统计学意义（P＜0.05）观察组的门诊护理质量高于对照组（P＜0.05）；观察组患者的门诊候诊平均时间为（12.3±0.1）min，明显短于对照组的（46.6±2.9）min，差异具有统计学意义（P＜0.05）。结论 优化门诊服务流程可以明显提升服务质量，提升患者的满意度。
关键词： 门诊服务；服务流程；满意度；门诊护理质量；就诊等待
Abstract
Objective: To study and analyze the value of optimizing outpatient service process in improving patient satisfaction. Methods The out-patient department of our hospital will implement the optimized service process management in 2020. The out-patient department in 2020 will be the observation group, and the out-patient department in 2019 will be the control group. The patient satisfaction under different management processes will be analyzed. Results 100 obvious patients were selected as the survey objects in the two time periods. The satisfaction of the observation group and the control group were 98.0% and 86.0%, respectively. The data difference was statistically significant (P<0.05). The quality of outpatient care in the observation group was higher than that in the control group (P<0.05); The average waiting time in the observation group was (12.3 ± 0.1) min, which was significantly shorter than that in the control group (46.6 ± 2.9) min (P<0.05). Conclusion Optimizing the outpatient service process can significantly improve the service quality and patient satisfaction.
Key words： Outpatient service; Service process; Satisfaction; Outpatient care quality; Visit waiting
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