摘要
目的探讨全流程智能导检系统的应用对健康体检护理满意度的影响。方法纳入60000例研究对象,均为接受健康体检的人员,15170例选自2019年09月到2019年11月参加的体检,设置为对照组,使用常规人工导检服务;另外44830例选自2020年01月到2020年12月参加的体检,设置为观察组,使用全流程智能导检系统,比较两种导检模式的体检效果。结果比较两组体检护理满意度、投诉事件发生率,观察组体检护理满意度更高(P<0.05)、投诉事件发生率更低(P<0.05)。比较观察组内中青年与老年体检客人的护理满意度,中青年组护理满意度更高(P<0.05)。结论在体检中心开展体检工作时,相比较常规人工导检服务的使用,利用全流程智能导检系统,可改善体检者服务体验,提高体检护理满意度,同时减少投诉事件,降低投诉事件发生率,具有推广价值。
Objective To explore the effects of the application of the whole-process intelligent guide system on the satisfaction with nursing in health physical examination.Methods A total of 60,000 subjects were selected in this study,all of whom were those undergoing physical examination.Among them,15,170 subjects were selected from September 2019 to November 2019 and set as the control group,provided with routine manual guide examination services,while the other 44,830 were selected from January 2020 to December 2020 and set as the observation group,served by the whole-process intelligent guide examination system.Their experiences in physical examination with the two guided examination modes were compared.Results Satisfaction with nursing and incidence of complaints were compared between the two groups.The satisfaction with nursing of the observation group was higher(P<0.05)and the incidence of complaints was lower(P<0.05).The satisfaction of the middle-aged and young patients with nursing was higher than that of the elderly patients in the observation group(P<0.05).Conclusion In the process of conducting physical examination,compared with the use of conventional manual guide service,the use of the whole-process intelligent guide system can help improve the service experience in physical examination,promote the satisfaction with nursing,and reduce the number of complaints and the incidence of complaints,which deserves promoting.
作者
陈琳
薛茵
CHEN Lin;XUE Yin(Health Management Center,First Affiliated Hospital,Naval Medical University,Shanghai 200433)
出处
《解放军医院管理杂志》
2021年第12期1164-1166,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
全流程智能导检系统
健康体检
体检护理满意度
投诉事件发生率
whole-process intelligent guide system
physical examination
satisfaction with nursing in physical examination
incidence of complaints
