宋彤云

[摘要] 目的 探讨优化服务流程对提高门诊检验患者满意度的效果。 方法 选取本院2015年1～3月的300例门诊检验患者作为对照组，另选2015年5～8月的300例患者门诊检验患者作为研究组，对照组执行常规检验流程模式，研究组执行优质服务检验流程模式，采用等候时间和满意度对两组的服务效果进行比较。 结果 研究组等候时间为（120.91±14.59） min，短于对照组的（180.29±16.67） min，差异有统计学意义（t=46.43，P<0.01）；研究组的满意度为97.3%，高于对照组的81.3%，差异有统计学意义（χ2=40.36，P<0.01）。 结论 优化服务流程能缩短门诊患者检验等候时间，提高患者满意度。

[关键词] 门诊检验患者；优化服务流程；患者满意度

[中图分类号] R197.323 [文献标识码] A [文章编号] 1674-4721（2016）02（b）-0180-03

Effect study of optimizing service process in improving the satisfaction of patients with clinic inspection

SONG Tong-yun

Clinical Laboratory， Maternal and Child Care Service Centre of Shizhong District in Jining City of Shandong Province，Jining 272100，China

[Abstract] Objective To explore the effect of optimizing service process in improving the satisfaction of patients with with clinic inspection. Methods 300 cases of outpatients test patients in our hospital from January to March in 2015 were selected as control group，and 300 cases of outpatients test patients from May to August in 2015 as study group.control group was carried out routine inspection process flow mode，study group was carried out high quality service inspection process flow mode.The service effect in two groups were compared by waiting time and satisfaction rate. Results The waiting time in study group was （120.91±14.59） min， which was less than （180.29±16.67） min of control group，the difference was significant（t=46.43，P<0.01）.The satisfaction rate in study group was 97.3%，which was higher than 81.3% of control group，the difference was significant （χ2=40.36，P<0.01）. Conclusion Optimizing service process can cut down checkout waiting time of outpatients，improve the satisfaction of patients.

[Key words] Patients with clinic inspection；Optimizing service process；Patients′ satisfaction

满意度是医院在激烈竞争的医疗市场中生存与发展的重要保障[2]。目前，随着医疗服务市场的变革，患者的医疗服务期望和要求越来越高，患者不仅要选医生，还要选医院。医院只有提供优质的服务，才能吸引患者来院就医[2]。研究表明[3]，患者对医院的选择与患者对医院的满意度有关，而满意度的高低在很大程度上取决于优质的服务水平。检验科是医院展现服务水平的窗口，其服务水平影响着患者的满意度。在影响患者满意度的因素中，患者检验等待时间是其中之一。所谓的检验等待时间，指从医生给患者开出检验申请单到获得检验结果的时间，而减少检验等待时间可以节省患者的就诊时间及交通、住宿等间接费用。为此，为缩短门诊检验患者等候时间，提高患者满意度及医院形象，我科在调查研究基础上对服务方式进行改进，并制订门诊检验科优质服务流程，取得了良好的效果，现报道如下。……