摘要
目的优化分诊流程,树立良好的护士形象,设立快速挂号流程、热情接诊、正确分诊、主动服务,从细微入手多为患者服务,提高分诊护理质量。方法回顾性分析2011年3月～2011年7月妇产科门诊的患者服务效果,将其设为对照组,2011年8月～2011年12月实施新流程和服务后的患者为观察组。启用电子平台,实施医院"窗口部门人员服务礼仪"的内容,建立一种门诊礼貌服务语规范,营造舒适环境,提供优质服务,采用本院客服中心设计的门诊护理服务满意度调查表进行问卷调查,了解患者对门诊护理服务质量的效果评价。结果观察组患者的满意度与对照组比较具有统计学意义(P<0.05),观察组患者对护理人员的服务投诉情况与对照组比较有统计学意义(P<0.05)。结论优化分诊流程、树立良好的护士形象,营造舒适环境,以患者为中心,主动给患者提供帮助和支持,注重患者对物质和精神文化的需求,提高患者的满意度,对于提高门诊的护理质量有着重要的意义。
Objective The purpose of this study was to optimize the triage process, establish a good image of nurse, shorten the time of registration, receive the patients warmly, classify the patients correctly, take care of the patients actively and meticulously, improve the quality of registration. Methods We investigated the patients of obstetrics and gynecology clinic to learn their opinion about our service during May to July （observation group） and August to December （Control group） in 2011, and made a retrospective analysis of service effect between the two groups. We used the electronic platform, ordinances of service, established criterion of speech, con- structed good environment and provided excellent service. Results There was obvious significance of the satisfaction and complaints between the two groups （P〈0.05）. Conclusion h is important for us to enhance the service quality through optimizing the triage process, establishing a good image of nurses, shortening the time of registration, receiving the patients warmly, classifying the patients correctly, taking care of the patients actively and meticulously , improving the quality of registration.
关键词
优化分诊流程
妇产科门诊
服务质量
Optimize and Triage Process
Obstetrics and Gynecology Outpatient Clinic
Quality of Service
