摘要
目的通过对门诊亲老服务流程的优化,旨在提升患者满意度。方法对100例采取常规服务流程的患者和100例采取亲老服务流程的患者进行随机对照实验。观察并记录他们在门诊就诊过程中的等待时间,门诊护理服务评分以及护理不良事件的发生情况。结果实验结果表明,通过亲老服务流程优化,使得观察组在挂号、检查、手术和领药的等待时间显著低于对照组(P=0.003),并且观察组在就诊流程、服务态度、就诊环境、服务水平、健康教育和人文关怀等方面的评分均优于对照组(P=0.003);在护理不良事件的发生率上,观察组明显低于对照组(P=0.033)。结论实施亲老服务流程优化,有助于增强门诊服务的效率,提升患者对门诊服务的满意度,同时降低护理不良事件的发生率,保障患者的就诊安全。
Objective To improve patient satisfaction by optimizing the outpatient elderly care service process.Method A randomized controlled experiment was conducted on 100 patients who received routine service procedures and 100 patients who received elderly friendly service procedures.Observe and record their waiting time during outpatient visits,outpatient nursing service scores,and the occurrence of nursing adverse events.Result The experimental results showed that by optimizing the elderly friendly service process,the waiting time for registration,examination,surgery,and medication collection in the observation group was significantly lower than that in the control group(P=0.003),and the observation group scored better than the control group in terms of medical process,service attitude,medical environment,service level,health education,and humanistic care(P=0.003);The incidence of nursing adverse events in the observation group was significantly lower than that in the control group(P=0.033).Conclusion Implementing the optimization of elderly friendly service processes can help enhance the efficiency of outpatient services,improve patient satisfaction with outpatient services,reduce the incidence of nursing adverse events,and ensure patient safety during medical visits.
作者
吴文秀
鞠龙苗
Wenxiu Wu;Longmiao Ju(Joint Logistics Support Force Hospital 980,Shijiazhuang,Hebei 050000)
出处
《医学研究前沿》
2025年第1期10-12,共3页
Frontiers of Medical Research
关键词
门诊亲老服务流程
满意度提升
等待时间
outpatient elderly care service process
satisfaction improvement
waiting time
