虚拟护理工作室预检分诊与分级派单制的居家护理服务实践

目的 探讨基于互联网平台的虚拟护理工作室的运营方式与实践效果。方法 2020年11月构建虚拟护理工作室平台，实施网上预约和线下服务。2021年2月针对实施中存在的问题，重组虚拟护理工作室成员，根据护士资质分成普通护士、市级专科护士和省级专科护士；由工作室护理长定岗线上预检分诊，实施分级派单；不同级别的护士上门实施护理，为患者提供延续性、全程、精确的居家照护服务。结果 线上预检分诊与分级派单制实施后，预约错误、退诊、退费发生率显著降低，实际服务例数、服务对象满意率显著提高，与实施前比较，差异有统计学意义(P<0.05,P<0.01)。结论 虚拟护理工作室实施线上预检分诊与分级派单制可以精准对接患者需求，减少不良事件，提高服务对象满意度。

Practice of home nursing service based on pre-check triage and graded dispatch system in virtual nursing studio

Objective To explore the operation mode and practice effect of Internet based virtual nursing studio. Methods In November 2020, a virtual nursing studio platform was built to receive online appointments and offer offline in-home nursing services. In February 2021, in view of the problems existing in the operation of the studio, the members of the studio were reorganized and divided into multiple levels according to their qualifications: general nurses, municipal specialized nurses and provincial specialized nurses. On-line pre-check triage was carried out by the studio nursing director who then dispatched the orders to various levels of nurses. Nurses of different levels provided continuous, whole-process and accurate door-to-door home care services to clients who made the online orders. Results After the implementation of online pre-check triage and graded dispatch system, the occurrence rate of appointment errors, order cancellation and refunds decreased significantly, the number of patients receiving service and satisfaction rate of clients were improved significantly. Compared with before the implementation, the differences in the outcomes were significant (P<0.05, P<0.01). Conclusion The implementation of online pre-check triage and graded dispatch system in virtual nursing studio can accurately meet the needs of patients, reduce adverse events and improve satisfaction of clients.