细节管理对健康体检人群等候时间及满意度影响.docVIP

细节管理对健康体检人群等候时间及满意度影响 　　[摘要]目的 分析细节管理对健康体检人群等候时间及满意度的影响。方法 选取2015年2～11月期间在我院进行健康体检者70例作为研究对象，将所有体检者随机分为两组，各35例。对照组采用常规管理模式组织体检，观察组采用细节管理模式进行体检管理，分析比较两组体检人群体检等候时间及满意度。结果 观察组在内外科检查、血常规、尿常规、心电图检查等检查等候时间均短于对照组，差异有统计学意义（P0.05）。观察组体检者满意度为97.14%，明显高于对照组满意度的77.14%，差异有统计学意义（P0.05）。结论 细节管理在体检过程中以体检者为中心，围绕体检者的要求完善体检过程，减少其等候时间，缓解医护人员的压力，提高体检者的满意度，提高医护人员的工作效率，值得在临床中推广应用。 　　[关键词]细节管理；健康体检；等候时间；满意度 　　[中图分类号] R197.323 [文献标识码] A [文章编号] 1674-4721（2016）07（c）-0146-03 　　[Abstract]Objective To analyze the influence of details management on waiting time and satisfaction of health examination people.Methods 70 health examination people from February to November 2015 in our hospital were selected as the research objects and were randomly divided into two groups，35 cases in each group.The control group was treated with conventional management to have health examination，and the observation group was treated with details management on the basis of the control group.The waiting time and satisfaction of two groups of health examination people were compared.Results There were medical groups of blood，urine，electrocardiogram and surgical examination waiting time of observation group was significantly shorter than that of control group，which had statistically significant difference（P0.05）；The satisfaction of health examination people in observation group was 97.14%，which was remarkably higher than 77.14% in control group，and the difference had statistical significance（P0.05）.Conclusion Details management takes health examination people as the center in examination process and perfects the examination process according to people′s requirements，which is able to shorten the waiting time，relieve medical workers′ pressure，improve the satisfaction and increase medical workers′ efficiency. 　　[Key words]Details management；Health examination；Waiting time；Satisfaction 　　随着生活水平的提高，患者对医院服务水平及护理的要求和期望不断提升，护理人员在护理工作中需注意细节服务理念，可有效避免护理意外及不必要的医患纠纷发生[1-2]。在临床中，护理人员的自我管理和细节管理可直接影响工作质量，任何一环节的工作疏忽都会造成不可预估的后果[3-4]