CAJ | 학술논문

目的：探讨新的服务模式对门诊患者满意度的影响，从而改善患者就医体验。方法在门诊新增通科门诊、完善门诊部标识、优化号源管理、成立综合服务窗口等，调查门诊患者在服务模式创新前后的满意度。结果门诊一楼大厅人流量峰值从创新前每日700人次下降为257人次；患者对门诊服务的整体满意度从创新前95％提高到创新后的98.9％，差异有统计学意义（χ2＝198.74，P＜0.05）。结论创新服务模式能够有效分流门诊就诊人群，解除安全隐患；同时方便患者，深化了门诊优质护理服务内涵，提高了患者满意度，改善患者就医体验。
목적：탐토신적복무모식대문진환자만의도적영향，종이개선환자취의체험。방법재문진신증통과문진、완선문진부표식、우화호원관리、성립종합복무창구등，조사문진환자재복무모식창신전후적만의도。결과문진일루대청인류량봉치종창신전매일700인차하강위257인차；환자대문진복무적정체만의도종창신전95％제고도창신후적98.9％，차이유통계학의의（χ2＝198.74，P＜0.05）。결론창신복무모식능구유효분류문진취진인군，해제안전은환；동시방편환자，심화료문진우질호리복무내함，제고료환자만의도，개선환자취의체험。
Objective To explore the influence of an innovative service for outpatients'satisfaction,so as to perfect the patient experience of treatment .Methods New initiatives such as increasing the general outpatient service ,consummating the signs of outpa-tient department ,optimizing the management of the source for outpatient registration and establishing the comprehensive service window were developed .Outpatients'satisfaction was investigated before and after the innovative service .Results Outpatient traffic peak on the first floor outpatient service hall from 700 passengers per day before the innovation dropped to 257 people per day after the innovation . The outpatients'satisfaction for the outpatient service increased from 95% to 98.9%.The difference was statistically significant (χ2=198.74,P =0.0001).Conclusion The innovation service model can effectively scatter the crowd ,remove the potential safety haz-ard,provide the convenience for the patient at the same time ,deepen the high quality nursing service connotation of outpatient service , perfect the outpatients'satisfaction and improve the patient experience of treatment .