The Effect of Operation and Optimization of Admission Process in the Hospital Service ; 优化入院流程在医院服务中的运行与效果

Objective: To explore the effect of operation and optimization of admission process in the hospital service. Methods: Retrospectived and analy of the patients which from September to December in 2015, to optimize the admission process service project data as the research object, and set as the experimental group. The data of admission process items from September to December in 2014, in the hospital were taken as control group. Results: The awareness and service attitude of the experimental group were significantly higher than those of the control group. But its’ complicated procedures and waiting for treatment time were significantly lower than the control group’s. There were statistically significant differences (р＜0.05). The satisfaction rate of patients, doctors and nurses in the experimental group was 97.1%、97.6% and 94.2%. Slightly higher than the groups' 96.8%、93.5% and 90.3%. There were not statistically significant differences (р>0.05). Conclusion: There optimization of admission process has significant effect for hospital services, can improve the quality of admission process management, increase the service satisfaction, and can further strengthen the concept of quality service, worthy to choice in clinical. ; 目的 探讨优化入院流程在医院服务中的运行与效果；方法 回顾性分析本院2015年9月—12月进行优化入院流程服务项目资料作为研究对象，设为试验组。将本院2014年9月—12月入院流程项目资料作为对照组。比较两组入院流程管理质量及服务满意度的差异。结果 试验组患者宣教内容知晓、服务态度显著高于对照组，其手续繁杂、等待治疗时间显著低于对照组，比较具有统计学差异(р＜0.05)；试验组患者、医生及护士服务满意率分别为97.1%、97.6%及94.2%，略高于对照组96.8%、93.5%及90.3%，比较无统计学差异（р>0.05）。结论 优化入院流程对医院服务效果显著，其可有效提高入院流程管理质量，增加服务满意度评价，进而增强优质服务理念，值得临床选择。