门诊团队服务模式构建及评价-《中国卫生质量管理》

文章信息/Info

Keywords:: Outpatient DNA Team Service Mode; Waiting Time; Satisfaction Level; Medical Experience

摘要:: 介绍了门诊DNA服务模式的构建及应用。该模式运行后，患者满意度提高，候诊时间缩短，投诉率明显下降，医患接触时间增加，专科复诊率、复诊预约率明显上升，丰富了患者就诊体验，推动了科室业务发展。但该模式的开展和推广还需进一步完善，应注重团队配合，制定标准化服务流程，合理配置人力资源，提高核心医生诊疗效率，制定考核标准。

Abstract:: The construction and application of outpatient DNA service mode was introduced. After the operation of the mode, the satisfaction rate of the patients increased, the waiting time, the complaint rate decreased significantly, the contact time between doctors and patients increased, the specialist referral rate and the referral appointment rate increased significantly, which promoted the development of the specialist construction to a certain extent. However, the development and promotion of the mode needed to be further improved. It needs to focus on teamwork, the development of standardized service processes, the rational allocation of human resources, improvement of the efficiency of the diagnosis and treatment by core doctors, development of assessment standards, which aims to continuously improve patients’ medical experience.