PDCA循环在提高检验科患者满意度中的应用

目的探讨PDCA循环在提高检验科病人满意度中的作用。方法抽取2012年5月前未实行PDCA循环的120例患者作为对照组，2013年5月后实行PDCA循环的120例患者为实验组，记录两组患者满意的分布情况。比较满意度的差异及住院患者不合格标本、门诊患者不合格标本和健康体检者不合格标本的不合格率。结果对照组120例患者，12例不满意，满意度为10．0％；38例基本满意，满意度为31．6％；28例较满意，满意度为23．3％；42例满意，满意度为35．0％。实验组120例患者，无不满意者；14例基本满意，满意度为11．6％；20例较满意，满意度为16．6％；86例满意，满意度为71．6％。两组患者的满意度差异具有统计学意义（X^2=35．935，P〈0．05）。实验组120例患者中，住院患者不合格标本12例，不合格率为10．0％；门诊患者不合格标本8例，不合格率为6．6％；健康体检者不合格标本15例，不合格率为12．5％。两组患者不合格率的差异具有统计学意义（X^2=80．458，P〈0．05）。结论PDCA循环在检验科中的应用极大地提高了患者的满意度、科室检验的效率和准确性，值得推广和学习。

Clinical laboratory application of PDCA cycle in improving patient satis- faction

Objective To explore the patient satisfaction of PDCA cycle in clinical laboratory application. Methods Randomly select 120 patients before January 2010 with no implement PDCA cycle as control group. 120 cases after January 2010 with implement PDCA cycle were in research group. Record distribution of patients satisfaction before and after the PDCA. Compare the difference between the satisfaction of patients, unqualified patients specimens, un- qualified outpatient specimens and the healthy check-up unqualified specimen. Results In control group, 120 patients, 12 cases were not satisfacted, satisfaction rate was 10.0%; 38 cases of basic satisfaction, satisfaction rate was 31.6%; 28 cases with satisfaction, satisfaction rate was 23.3%; 42 cases of satisfaction, satisfaction rate was 35.0%. In research group, no case was unsatisfied; 14 cases of basic satisfaction, satisfaction rate was 11.6%; 20 cases were satisfactory, the degree of satisfaction was 16.6%; 86 cases of satisfaction, satisfaction rate was 71.6%. The chi-square of atisfac- tion degree between two groups was 35.935, statistically significant difference （P 〈 0.05）. In research group, in 120 cases, hospitalized patients with unqualified samples were 12 cases, fraction defective is 10.0%; Outpatients unquali- fied specimens were 8 cases, fraction defective was 6.6%; Healthy check-up unqualified specimens were 15 cases, percent of pass was 12.5%. Chi-square test specimens before and after the unqualified rate is 80.458, the difference is statistically significant （P 〈 0.05）. Conclusion PDCA cycle in the application of clinical laboratory greatly improve the efficiency of the patient＇s satisfaction, inspection department and the accurate, which is worth promoting.