自助治疗分诊系统在门诊治疗室开展优质服务中应用.docVIP

自助治疗分诊系统在门诊治疗室开展优质服务中应用 　　摘要：目的 探讨自助治疗分诊系统在门诊治疗室开展优质服务中患者满意度的影响。方法 选取2014年8月～12月我院采用自助治疗分诊系统后接受门诊治疗服务的100例患者作为观察组，同时回顾分析2013年8月～12月我院未开展应用自助治疗分诊系统时在门诊治疗的患者100例作为对照组，在两组患者接受门诊治疗后采用自行设计的患者满意度问卷进行评价，并采用抑郁自评量表（SDS）及焦虑自评量表（SAS）对两组患者心理进行评价。结果 采用自助治疗分诊系统分析的患者SAS及SDS评分均显著降低，与对照组比较差异具有统计学意义（P0.05）。观察组在患者满意度较对照组有明显提高，两组比较差异均有统计学意义（P0.05）。结论 自助治疗分诊系统可以有效的提高医院工作效率、患者满意度、最终提高了医疗服务水平，临床上值得推广应用。 　　关键词：自助治疗分诊系统；门诊治疗室；优质服务；患者满意度 　　Abstract：Objective To investigate self-treatment triage system for impact in quality of patient satisfaction in outpatient treatment room.Methods During June 2014 to December 2014 in our hospital after self-treatment triage system outpatient treatment services as the observation group of 100 patients，while retrospective analysis from June 2013 to December 2013 in our hospital undeveloped self-treatment when applying triage system in the outpatient treatment of patients with 100 patients as a control group，in two groups of patients receiving outpatient treatment after using the patient satisfaction questionnaire to evaluate their own design，and the use of self-rating depression scale（SDS）and anxiety since Rating Scale（SAS）for the two groups of patients with psychological evaluation.Results SAS patient self treatment triage system analysis and SDS scores were significantly lower，with statistical significance（P0.05）compared with control group differences.Patient satisfaction in the observation group than the control group had significantly increased，the difference was statistically significant（P0.05）.Conclusion Self-treatment triage system can effectively improve hospital efficiency，patient satisfaction，and ultimately enhance the level of medical services，should be widely applied in clinical practice. 　　Key words：Self-treatment triage system；Outpatient treatment rooms；Quality of service；Patient satisfaction 　　门诊治疗室是集中进行输液、肌肉注射、皮试、抽血、雾化等治疗的场所，是医院对外服务的重要窗口，是医院门诊医疗流程中的重要环节，也是医院管理、医护质量以及服务水平的具体体现。然而，由于我国卫生资源配置的不合理，导致三甲医院的门诊治疗室患者排队等待的时间要比门诊其他部门更长[1]，其排队拿号