从内分泌门诊患者满意度调查情况看门诊流程再造建设成效

目的通过门诊流程的再造提升门诊诊疗、服务水平,节约患者候诊时间。方法采用问卷调查法,对流程再造前后的内分泌科就诊患者进行调查,比较再造措施实施前后患者的就诊用时及就诊满意度。结果门诊流程再造前内分泌患者就诊平均用时为105.66 min,再造后平均用时为56.48 min,有效节约49 min,满意度由原来的78.14%上升至90.67%。结论门诊流程再造可很好的提高门诊运营效率,缩短患者候诊时间,提高患者满意度,规范门诊管理,进一步提高诊疗、服务水平,提升医院文化品质。

See outpatient service process reengineering construction effects from the satisfaction of patients with endocrine clinic investigation

Objective This article introduces our experience in reengineering outpatient service process that aiming at improving the levels of outpatient diagnosis and treatment as well as services and saving patients time of waiting to see a doctor. Methods Questionnaires were used to survey the endocrinology patients, before and after the implementation of reengineering outpatient service flow in endocrinology department. And then, the patients＇ visit time and patients＇ satisfaction before and after the implementation of the reengineering measures were compared. Results The patients＇ visit time was reduced from 105.66 minutes to 56.48minutes; the patients＇ satisfaction was raised from 78.14% to 90.67%. Conclusion Reengineering outpatient service process can greatly improve the outpatient operational efficiency, save the patients＇ visit time, raise the patients＇ satisfaction,standardize the outpatient management and improve diagnosis and treatment level persistently. Also, it can promote the quality of hospital culture.