黄丽伟+孙慧娟+刘芳印+覃美兰+曾洁华+杨伟江

【摘要】目的探讨流程再造对提高高压氧治疗患者满意度的应用效果。

方法选择2013年6月～2014年6月在高压氧治疗中心进行常规流程高压氧治疗的290例患者作为对照组（流程再造前），高压氧治疗流程再造后，选择2014年7月～2015年6月在高压氧治疗中心进行高压氧治疗的295例患者作为观察组（流程再造后），治疗一个疗程之后，向患者或家属发放满意度问卷调查，调查表包括12项内容，由患者或家属填写问卷，对照组发放问卷290份，回收有效问卷290份，观察组发放问卷295份，回收有效问卷295份。比较两组患者对高压氧治疗工作的满意度。

结果两组患者12个调查项目的满意度比较差异均有统计学意义（P<0.05），观察组的满意度更高，提示流程再造后患者对高压氧治疗工作的满意度较再造前显著提高。

结论流程再造能够显著提高高压氧治疗患者的满意度，值得推广。

【关键词】流程再造；高压氧治疗；满意度

中图分类号：R473文献标识码：ADOI：10.3969/j.issn.10031383.2017.02.012

【Abstract】ObjectiveTo investigate effect of process reengineering on improving the satisfaction of patients with hyperbaric oxygen therapy.

Methods290 patients who received hyperbaric oxygen therapy in the hyperbaric oxygen treatment center from June，2013 to June，2014 were selected as control group （before process reengineering）.After process reengineering of hyperbaric oxygen therapy，295 patients who received hyperbaric oxygen therapy in the hyperbaric oxygen treatment center from July，2014 to June，2015 were selected as observation group（after process reengineering）.After a course of treatment，satisfaction questionnaire survey was provided to the patients or family members，the questionnaire included 12 items，which were filled out by patients or their families.290 questionnaires were provided to the control group，and 290 valid questionnaires were collected.295 questionnaires were provided to the observation group，and 295 valid questionnaires were collected.Satisfactions of hyperbaric oxygen therapy in the two groups were compared.

ResultsDifference of satisfactions of the 12 survey items in the two groups was statistically significant（P<0.05），satisfaction of the observation group was higher，which showed that patients satisfaction on hyperbaric oxygen therapy after process reengineering significantly improved compared with that before process reengineering.

ConclusionProcess reengineering can significantly improve satisfaction of patients with hyperbaric oxygen therapy，and thus it is worth promoting.

【Key words】process reengineering；hyperbaric oxygen therapy；satisfaction

護理流程再造是在对原有护理流程进行科学分析和深刻理解的基础上，以患者为导向，对当前不完善的流程进行改善。通过对原有护理工作环节进行删减、重组或整合，实现改善质量，提高效率，减少医疗意外为核心的护理流程[1～2]。为了提高高压氧治疗中心的服务质量，提高高压氧治疗患者对医疗服务的满意度，我们对高压氧治疗中心进行护理流程再造，取得不错效果，现总结报告如下。

1对象与方法……