摘要
目的观察优化服务流程联合风险管理在门诊分诊中的效果。方法将2020年5月—2022年6月寿光市中医医院门诊工作的28名工作人员作为研究对象,按照时间点将其分为参照组与观察组。在2020年5月—2021年5月期间实施常规门诊分流管理方法,纳为参照组(14名);2021年6月—2022年6月期间实施优化服务流程联合风险管理的门诊分流管理方法,纳为观察组(14名)。对比两组工作人员的管理质量评分、风险控制评分以及管理满意度。结果观察组管理质量评分、风险控制评分均高于参照组,差异有统计学意义(P均<0.05)。观察组工作人员的管理满意度高于参照组,差异有统计学意义(P<0.05)。结论将优化服务流程联合风险管理应用于门诊分诊中效果显著,可以提高门诊工作人员的管理质量,有效控制风险,管理满意度较高。
Objective To observe the effect of optimizing service flow combined risk management in outpatient triage.Methods 28 staff working in the outpatient department of Shouguang Hospital of Traditional Chinese Medicine from May 2020 to June 2022 were divided into reference group and observation group according to time point.The routine outpatient triage management method was implemented from May 2020 to May 2021,including the reference group(14 participants);from June 2021 to June 2022,the outpatient triage management method of optimizing service process and joint risk management was implemented,including the observation group(14 participants).The management quality score,risk control score and management satisfaction were compared between the two groups of staff.Results The scores of management quality and risk control in the observation group were higher than those in the reference group,and the differences were statistically significant(both P<0.05).The management satisfaction of staff in the observation group was higher than that in the reference group,and the difference was statistically significant(P<0.05).Conclusion The application of combined risk management to optimize service process and outpatient triage has significant effect,which can improve the management quality of outpatient staff,effectively control risks,and achieve high management satisfaction,which is worthy of promotion.
作者
张艳霞
王晓辉
李晖
ZHANG Yanxia;WANG XiaoHui;LI Hui(Out-patient Department,Shouguang Hospital of Traditional Chinese Medicine,Shouguang,Shandong Province,262700 China;Office of Nosocomial Infection,Shouguang Hospital of Traditional Chinese Medicine,Shouguang,Shandong Province,262700 China;Nursing Department,Shouguang Hospital of Traditional Chinese Medicine,Shou-guang,Shandong Province,262700 China)
出处
《中国卫生产业》
2023年第22期103-106,共4页
China Health Industry
关键词
优化服务流程
风险管理
门诊
分诊
Optimizing service flow
Risk management
Outpatient service
Triage
