CAJ | 학술논문

目的：分析门诊细节管理在病人满意率中非技术因素的影响和应用.分析门诊细节管理在病人非技术因素影响的满意率中和作用.方法：比较分析我院2012年下半年及2013年上半年的门诊病人服务满意度调查中满意率及意见反馈的非技术影响因素的情况，根据三级综合医院评价的标准，组织门诊人员进行培训和规范，明确细节管理的要求，确定非技术因素中的细节并施行持续管理.结果：施行细节管理的病人意见反馈问题总量下降49．3％，非技术影响因素的病人服务满意率均有明显提高.结论：施行门诊细节管理能有效提高门诊管理中非技术因素导致的病人满意率.
목적：분석문진세절관리재병인만의솔중비기술인소적영향화응용.분석문진세절관리재병인비기술인소영향적만의솔중화작용.방법：비교분석아원2012년하반년급2013년상반년적문진병인복무만의도조사중만의솔급의견반궤적비기술영향인소적정황，근거삼급종합의원평개적표준，조직문진인원진행배훈화규범，명학세절관리적요구，학정비기술인소중적세절병시행지속관리.결과：시행세절관리적병인의견반궤문제총량하강49．3％，비기술영향인소적병인복무만의솔균유명현제고.결론：시행문진세절관리능유효제고문진관리중비기술인소도치적병인만의솔.
Objective:To analyse the effect of outpatient management in detail on patient’s satisfaction under the influence of non-technical factors.Methods:According to the standard of evaluation of general third class hospital,comparing and analysing outpatient’s satisfaction and the non-technical factors from July 2012 to June 2013, we trained of nursing staff,definiteed the details of management,determined the non-technology factors in detail,and implemented continuous quality improvement.Re-sult:According to management in detail,the feedback problems of patients decreased by 49.3%,and patient’s satisfaction under the influence of non-technical factors sig-nificantly improved.Conclusion:Outpatient management in detail can effectively improve patient’s satisfaction under the influence of non-technical factors.