标准服务流程再造在提升急诊患者就医体验中的应用及效果评价

目的观察急诊标准化服务流程再造(SOP)在提升急诊患者就医体验干预中的应用效果。方法实施SOP干预前后分别随机选取急诊患者320例为对照组和试验组,对照组实施常规急诊护理服务流程,试验组引入人文关怀构架,完成SOP,评估运用前后2组干预效果,比较患者就医体验需求及满意度,比较2组护士理论考核、现场模拟考核成绩及护士满意度。结果试验组和对照组均成功调查急诊就诊患者320例。实施前后调查护理人员18人次。试验组急诊护理人员理论成绩及现场模拟成绩均高于对照组,差异均有统计学意义(P<0.05)。主要存在人方面需求和急诊科方便快捷正确的服务流程的需求,例数和占比均呈下降趋势,差异有统计学意义(P<0.05)。患者满意度从53.12%提高到95.31%,差异有统计学意义(χ~2=2.656,P<0.05)。试验组护士满意度为94.44%较对照组的55.56%有明显提高,差异有统计学意义(χ~2=9.103,P<0.05),近两年同期比较服务沟通类引发纠纷隐患事件例数呈逐年降低趋势,发生率也逐年下降,由干预前的90.00%降至干预后的20.00%,差异有统计学意义(χ~2=14.700,P<0.05)。结论采用SOP能规范护士行为,提升主动服务意识、服务效率和质量,能更加方便快捷地为患者服务,有效缩短患者等候时间,改善患者的就医感受,减少医患纠纷发生。

Application of standard service process reengineering in improving the medical experience of emergency patients

Objective To observe the application of emergency standardization service process reengineering(SOP) in improving the intervention experience of emergency patients. Methods Before and after the implementation of SOP intervention, 320 patients in the emergency department were randomly selected as the control group and the experimental group. The control group implemented the routine emergency care service process. The experimental group introduced the humanistic care framework, completed the SOP, and evaluated the effects of the two groups before and after the application. Compared the theoretical assessment of the two groups of nurses, the results of on-site simulation assessment and the satisfaction of nurses. Results The experimental group and the control group successfully investigated 320 patients in the emergency department. 18 nurses were surveyed before and after implementation. The theoretical scores and on-site simulation scores of the emergency nursing staff in the experimental group were higher than those in the control group, the differences were statistically significant(P<0.05). There were mainly the needs of people and the need for convenient and correct service procedures in the emergency department. The number of cases and the proportions are decreasing, the difference was statistically significant(P<0.05). Patient satisfaction increased from 53.12% to 95.31%, the difference was statistically significant(χ~2=2.656, P<0.05). The satisfaction of nurses in the experimental group was 94.44%, which was significantly higher than that in the control group(55.56%), the difference was statistically significant(χ~2=9.103,P<0.05). In the past two years, the number of cases of conflicts caused by service communication had been decreasing year by year, and the incidence had also decreased year by year, from 90.00% before intervention to 20.00% after intervention, the difference was statistically significant(χ~2=14.700, P<0.05). Conclusion Adopting SOP can standardize nurses′ behavior, improve active service awareness, service efficiency and quality, and serve patients more conveniently and quickly, effectively shorten patient waiting time, improve patient′s medical experience, and reduce doctor-patient disputes.