Effect of nursing triage management on patients' satisfaction with outpatient appointment and registrationat different times wangxiuhuan
护理分诊管理对门诊分时段预约挂号就诊患者满意度的作用

摘要

目的 分析护理分诊管理对门诊分时段预约挂号就诊患者满意度的作用。方法 本研究开展时 间在 2020 年 1 月至 12 月，所有研究对象为上述时间段内门诊分时段预约挂号就诊的 482 例患者，所有研 究对象以随机数字法分为常规组和观察组（每组 241 例），其中常规组患者采取常规门诊分时段预约挂号 就诊，而观察组患者则开展护理分诊管理。统计对比两组患者候诊时长、投诉率及对护理服务的满意度评 价。结果 （1）常规组患者的候诊时长、投诉率均显著高于观察组（P＜0.05）。（2）常规组患者对护理服 务的满意度评价显著低于观察组（P＜0.05）。结论 对门诊分时段预约挂号就诊患者开展护理分诊管理，可 有效缩短候诊时长，降低投诉率，并以此取得较高的满意度评价。

Abstract

Objective to analyze the effect of nursing triage management on the satisfaction of patients with outpatient appointment and registration at different times.
Methods This study was carried out from January to December 2020. All the subjects were 482 patients who made an appointment for registration at different times in the outpatient department during the above-mentioned period. All the subjects were randomly divided into the routine group and the observation group (241 cases in each group). The patients in the routine group took the routine outpatient appointment for registration at different times, while the patients in the observation group carried out nursing triage management. The waiting time, complaint rate and satisfaction with nursing service were compared between the two groups.
Results (1) the waiting time and complaint rate of patients in the routine group were significantly higher than those in the observation group (P. (2) The evaluation of patients' satisfaction with nursing service in the routine group was significantly lower than that in the observation group (P.
Conclusion   carrying out nursing triage management for outpatient patients who make appointment and registration at different times can effectively shorten the waiting time, reduce the complaint rate, and obtain higher satisfaction evaluation.