摘要
目的通过优化老年患者的就医服务模式,方便老年患者就医,提升老年患者就医体验。方法选取就诊济宁医学院附属医院内分泌遗传代谢科、神经内科、心血管内科、消化内科的800例老年患者,根据管理的时间不同分为对照组和观察组。将2021年1—6月管理前,就诊内分泌遗传代谢科、神经内科、心血管内科、消化内科的400例老年患者设为对照组,采用常规老年服务模式;2023年1—6月管理后,就诊内分泌遗传代谢科、神经内科、心血管内科、消化内科的400例老年患者设为观察组,采用友善服务模式。分别从老年患者门诊等待时间和门诊服务满意度比较2组管理效果。结果管理后,观察组门诊等待时间短于对照组,差异有统计学意义(P<0.05);观察组老年患者门诊服务总满意度为97.00%,高于对照组的92.00%,差异有统计学意义(P<0.05)。结论多元化的老年友善门诊服务管理可以缩短老年患者就诊等待时间,提高门诊服务满意度,有效改善老年患者的就医体验。
Objective To optimize the medical service mode for elderly patients,facilitate their medical treatment,and enhance their medical experience.Methods A total of 800 elderly patients from the department of endocrine genetic metabolism,department of neurology,department of cardiovascular,and department of gastroenterology were selected,Affiliated Hospital of Jining Medical University,and divide them into a control group and an observation group according to different management times.Set 400 elderly patients who visited the departments of endocrinology genetics and metabolism,neurology,cardiovascular medicine,and gastroenterology before management from January to June 2021 as the control group,and adopt a conventional elderly service model.After management from January to June 2023,400 elderly patients who visited the departments of endocrinology genetics and metabolism,neurology,cardiovascular medicine,and gastroenterology were designated as the observation group,and a friendly service model was adopted.The management effects of the two groups were compared from the elderly patients'out-patient waiting time and out-patient service satisfaction.Results After management,the outpatient waiting time of the observation group was shorter than that of the control group,the difference was statistically significant(P<0.05).The total satisfaction of outpatient service in observation group was 97.00%,higher than that in control group(92.00%),and the difference was statistically significant(P<0.05).Conclusion The management of diversified elderly friendly outpatient services can shorten the waiting time for elderly patients to seek medical treatment,improve outpatient service satisfaction,and effectively improve the medical experience of elderly patients.
作者
王婷
周聪
陈夫银
贾静
WANG Ting;ZHOU Cong;CHEN Fuyin;JIA Jing(Department of Outpatient,Affiliated Hospital of Jining Medical University,Jining Shandong 272029,China;Department of Psychology,Affiliated Hospital of Jining Medical University,Jining Shandong 272029,China;Department of Quality and Safety Management,Affiliated Hospital of Jining Medical University,Jining Shandong 272029,China)
出处
《中国卫生标准管理》
2024年第12期63-66,共4页
China Health Standard Management
基金
山东省医药卫生科技发展计划项目(202003061210)
济宁市重点研发计划软科学项目(2022JNZC130)。
关键词
老年患者
友善门诊
多元化
管理
满意度
就医体验
elderly patients
friendly outpatient service
diversification
management
satisfaction
medical experience
