安徽省211家二级以上医疗机构门诊服务质量现状分析
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摘要
目的对安徽省二级以上医疗机构门诊服务质量现状进行实证研究,探索进一步提升门诊公共服务能力的措施。方法 2017年10月对安徽省211家二级以上医疗机构的门诊人员构成、医疗质量、安全管理、环境及流程管理等方面进行问卷调查。结果 211家医疗机构中,三级医疗机构共49家,占23.22%;二级医疗机构共162家,占76.78%。开设慢病门诊的有138家(66.67%),开设专科护理门诊的有63家(31.03%)。76.17%的医疗机构表示有保护患者隐私的具体制度和措施。不同等级医疗机构在制定各类医师出诊管理制度、开设亚专科及专病门诊、多学科联合门诊、专科护理门诊、各楼层均配备自助设备5个方面的情况差异有统计学意义(P<0.05)。结论安徽省二级以上医疗机构需进一步研究门诊模式、应急处置能力、环境流程建设方面的有效改善措施,提高门诊医疗服务水平。
Objective To empirically study the current situation of outpatient service quality among second level and above medical institutions in Anhui Province,and to explore the measures to further improve the public service of outpatient clinics. Methods 211 medical institutions in Anhui Province were investigated in October,2017 in terms of the personnel composition,medical quality,security management,environment and process and so on. Results Among the211 medical institutions in Anhui Province,there were 49 third level medical institutions,accounting for 23.22%,and162 second level medical institutions,accounting for 76.78%. There were 138(66.67%)of the outpatients established with chronic diseases clinics,and 63(31.03%)established with specialist nursing clinics. 76.17% of medical institutions had specific systems and measures to protect patients' privacy. There were statistical differences between different levels of medical institutions in five aspects,including the management regulations for all kinds of doctors,subspecialist and specialist outpatient clinic, multidisciplinary teamwork outpatient clinics, outpatient nursing service and self-service equipment in each floor(P<0.05). Conclusion The medical institutions of two levels and above in Anhui Province need to further study the effective measures to improve the outpatient mode,emergency disposal capacity and construction of environmental and process,and improve the medical service level of the outpatient.
Objective To empirically study the current situation of outpatient service quality among second level and above medical institutions in Anhui Province,and to explore the measures to further improve the public service of outpatient clinics. Methods 211 medical institutions in Anhui Province were investigated in October,2017 in terms of the personnel composition,medical quality,security management,environment and process and so on. Results Among the211 medical institutions in Anhui Province,there were 49 third level medical institutions,accounting for 23.22%,and162 second level medical institutions,accounting for 76.78%. There were 138(66.67%)of the outpatients established with chronic diseases clinics,and 63(31.03%)established with specialist nursing clinics. 76.17% of medical institutions had specific systems and measures to protect patients' privacy. There were statistical differences between different levels of medical institutions in five aspects,including the management regulations for all kinds of doctors,subspecialist and specialist outpatient clinic, multidisciplinary teamwork outpatient clinics, outpatient nursing service and self-service equipment in each floor(P<0.05). Conclusion The medical institutions of two levels and above in Anhui Province need to further study the effective measures to improve the outpatient mode,emergency disposal capacity and construction of environmental and process,and improve the medical service level of the outpatient.
引文
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[2]杨骅,陈羽中,陈珏,等.综合性医院门诊流程改造中的精益管理[J].中国医院管理,2012,32(11):80-81.
[3]吴卓群,宓轶群,李维维.大型综合性医院开展整合门诊绩效评估的初步探索[J].中国医院,2016,20(7):6-8.
[4]朱华,俞卓伟,郑柏松,等.公立医院实施多学科协作诊疗整合门诊服务模式探讨[J].中国医院,2016,20(7):14-16.
[5]周凌明.综合性医院专病门诊层级模式研究[D].广州:南方医科大学,2012.
[6]姚辉.专病门诊在医院建设与发展中的作用初探[J].江苏卫生事业管理,2013,24(1):23-24.
[7]梁阔,吴宇彤,杨敬,等.医院综合应急演练的组织与实施[J].中华医院管理杂志,2016,32(4):309-311.
[8]姚瑶,刘瑞林,李妙,等.灾害脆弱性分析在医院应急管理中的应用研究[J].中国医院管理,2013,33(11):36-39.
[9]郝红霞.加强门诊管理提高医疗质量[J].中国医院管理,2005,25(11):58-58.
[10]蔡宏.基于患者体验的综合型医院门诊服务运营管理[D].合肥:安徽大学,2008.
[11]王毅,李长芳.强化门诊人性化服务提高患者满意度[J].中国现代医学,2010,48(22):109-110.