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目的探讨新的导医模式引导门诊患者就医,改善患者就医体验,分析门诊分诊前移对提升患者满意度的影响。方法选取我院外科门诊2015年5~6月接诊的导诊护理患者200例作为研究对象,其中2015年5月1~31日作为对照组,2015年6月1~30日作为研究组,各自100例患者。研究组开展门诊分诊导诊前移,而对照组常规排队至挂号才进行分诊挂号指导。比较两组患者错诊率、挂号时间、患者焦虑情绪、满意度情况。结果研究组错诊率减少,挂号询问时间缩短(不包括办理就诊卡时间),患者情绪稳定均优于对照组(P<0.05)。同时,研究组患者满意度评分均值96.00%;对照组则为85.00%,研究组明显优于对照组(P<0.05)。结论分诊导诊前移服务护理,可减少挂错号,缩短挂号询问时间,患者情绪稳定,明显提高患者满意度,从而提高服务质量,值得借鉴。
Objective To explore a new guide mode to guide outpatients to seek medical treatment, to improve the patient experience and to analyze the impact of outpatient triage on patient satisfaction. Methods A total of 200 cases of referral nursing patients receiving surgical treatment from May to June 2015 in our hospital were selected as the research object. Among them, May 1 to 31, 2015 were the control group, June 1 to 30, 2015 as the research group, Each of 100 patients. The research group carried out out-patient consultation and referral advancement while the control group routinely queued to register before conducting the consultation of triage and consultation. The misdiagnosis rate, registration time, anxiety and satisfaction of the two groups were compared. Results In the study group, the misdiagnosis rate was reduced, the time for registration examination was shortened (not including the time for visiting the card), and patients’ emotional stability was better than that of the control group (P <0.05). At the same time, the mean satisfaction score of the study group was 96.00%, while the control group was 85.00%. The study group was significantly better than the control group (P <0.05). Conclusion Diverting referral service nursing care can reduce the number of hang up the wrong, shorten the registration time, the patient emotional stability, significantly improve patient satisfaction, thereby improving service quality, it is worth learning from.