CAJ | 학술논문

目的：分析口腔医院分诊服务中存在的问题及对策,树立感动服务理念,完善口腔门诊分诊工作,为患者提供优质服务。方法2013年6—7月对北京大学口腔医学院收集的257份门诊服务满意度调查问卷进行分析,找出分诊中存在的问题,针对问题采取护理干预,提出并实施站立分诊,2013年9—10月分析评价站式门诊分诊护理的有效性。结果坐式分诊过程中22.6%的患者感觉不平等,采用站立分诊后感觉不平的患者降为4.7%,差异有统计学意义(χ2=34.994,P<0.05)。站立分诊后,患者总是先提问的情况由56.8%降到55.6%；护患之间的眼神交流,由69.6%提升到77.0%,但差异均无统计学意义(χ2值分别为0.071,3.592；P>0.05)。门诊服务的患者满意度由89.9%提升到94.9%,差异有统计学意义(χ2=4.689,P<0.05)。结论站立分诊更适于临床口腔门诊的分诊工作,体现了感动服务的理念,提高了分诊服务质量。
목적：분석구강의원분진복무중존재적문제급대책,수립감동복무이념,완선구강문진분진공작,위환자제공우질복무。방법2013년6—7월대북경대학구강의학원수집적257빈문진복무만의도조사문권진행분석,조출분진중존재적문제,침대문제채취호리간예,제출병실시참립분진,2013년9—10월분석평개참식문진분진호리적유효성。결과좌식분진과정중22.6%적환자감각불평등,채용참립분진후감각불평적환자강위4.7%,차이유통계학의의(χ2=34.994,P<0.05)。참립분진후,환자총시선제문적정황유56.8%강도55.6%；호환지간적안신교류,유69.6%제승도77.0%,단차이균무통계학의의(χ2치분별위0.071,3.592；P>0.05)。문진복무적환자만의도유89.9%제승도94.9%,차이유통계학의의(χ2=4.689,P<0.05)。결론참립분진경괄우림상구강문진적분진공작,체현료감동복무적이념,제고료분진복무질량。
Objective To analyze the existed issues and strategies of triage service in stomatology hospital, set up concept of touching service, and perfect triage of oral clinic, in order to provide quality of service for patients. Methods A total of 257 questionnaire were collected by Peking University School of Stomatology about satisfaction of outpatient service from June to July 2013, in order to find out the issues of triage, provide nursing interventions according to issues, proposal and implement standing type triage, and from September to October 2013 we analyzed the nursing effects of station type outpatient triage. Results The process of sitting type triage made 22. 6% patients feel unfair, and standing type triage decreased 4. 7% the rate (χ2 =34. 994,P<0. 05). After standing type triage, the situation decreased from 56. 8% to 55. 6% that patients asked questions first;the eye contacts climbed from 69. 6% to 77. 0% between nurses and patients (χ2 =0. 071, 3. 592;P>0. 05). Patient′s satisfaction of outpatient service climbed form 89. 9% to 94. 9% (χ2 =4. 689,P<0. 05). Conclusions Standing type triage is suitable for clinical triage of oral clinic, which can perform the concept of touching service and enhance triage service quality.