二級預檢分診管理模式在改進門診質量管理中的應用效果

黎惠貞

[摘要]目的 探討二級預檢分診管理模式在改進門診質量管理中的應用效果。方法 選取2018年6月～2019年1月到我院接受治療的400例門診患者作為研究對象，將其隨機分為對照組（采用常規分診管理模式）與觀察組（采用二級預檢分診管理模式），每組各200例。比較兩組患者的人文關懷評分、專業水平評分、等候時間評分、就診環境評分、就診流程評分、分診準確率、醫療糾紛率、護理工作質量評分、情緒評分[焦慮自評量表（SAS）、抑郁自評量表（SDS）]。結果 觀察組的人文關懷評分、專業水平評分、等候時間評分、就診環境評分、就診流程評分、護理工作質量評分均高于對照組，差異有統計學意義（P<0.05）;護理后，觀察組患者的SAS、SDS評分低于對照組，差異有統計學意義（P<0.05）;觀察組患者的分診準確率（97.5%）高于對照組（73.0%），差異有統計學意義（P<0.05）;觀察組患者的醫療糾紛率（1.00%）低于對照組（8.50%），差異有統計學意義（P<0.05）。結論 二級預檢分診管理模式方法可有效提高門診患者的就診滿意度，提升門診分診質量，值得推廣使用。

[關鍵詞]管理;質量管理;門診;預檢分診

[中圖分類號] R473? ? ? ? ? [文獻標識碼] A? ? ? ? ? [文章編號] 1674-4721（2020）5（b）-0178-04

Application effect of secondary pre-examination and triage management mode in improving outpatient quality management

LI Hui-zhen

The Fourth People′s Hospital of Nanhai District of Foshan City， Guangdong Province， Foshan? ?528211， China

[Abstract] Objective To explore the application effect of the secondary pre-examination and triage management mode in improving the outpatient quality management. Methods A total of 400 outpatients who were treated in our hospital from June 2018 to January 2019 were randomly divided into the control group （using the conventional triage management mode） and the observation group （using the secondary pre-examination and triage management mode）， 200 cases in each group. The humanistic care scores， professional level scores， waiting time scores， medical environment scores， visit procedure scores， triage accuracy， medical dispute rates， nursing quality scores， and emotional scores （self-rating anxiety scale [SAS]， self-rating depression scale [SDS]） were compared between the two groups. Results The humanistic care score， professional level score， waiting time score， medical environment score， visit procedure score， and nursing quality score in the observation group were all higher than those in the control group， the differences were statistically significant （P<0.05）. After nursing， the SAS and SDS scores in the observation group were lower than those in the control group， the differences were statistically significant （P<0.05）. The triage accuracy in the observation group （97.5%） was higher than that in the control group （73.0%）， the difference was statistically significant （P<0.05）. The medical dispute rate in the observation group （1.00%） was lower than that in the control group （8.50%）， the difference was statistically significant （P<0.05）. Conclusion The secondary pre-examination and triage management mode can effectively improve the satisfaction of outpatients and improve the quality of outpatient triages， which is worth promoting.