改善眼科日间患者家属手术等候期间感知服务质量的实践

摘要

Objective To investigate the effect of perceived service quality improvement during reasonable use of intraoperative period among patient′s relatives by the application of process management model in Ophthalmology Department.Methods We investigated 100 relatives of patients who had surgery from July to September in 2013 by questionnaire.The investigation included the appropriate time to educate health knowledge and satisfaction degrees.Results The relatives′satisfaction degree was beyond 95% at one-to-one tutorials, repeated surgical knowledge on TV, the process of changing and attitude of medical staff in waiting time.For the appropriate time to educate, 70%of relatives believed the waiting time was the right time, but 27%of them preferred acquired after operation, and 3%of them had indifference of time.Conclusions Process management model plays a significant role to improve the perceived service quality of the relatives during the waiting time when the patients are having surgeries in Ophthalmology Department.%目的：利用眼科日间手术家属等候时间段，改善眼科患者家属手术等候期间感知服务质量的效果。方法应用流程管理模式，改善眼科患者家属手术等候期间服务感知，采用问卷对2013年7—9月眼科手术患者家属100名进行健康教育合适时间和满意度的调查。结果患者家属对等候期间眼科提供的一对一讲解、手术相关知识循环播放，更换手术服流程及医护人员服务态度的整体服务流程评价的满意度均在95％以上。对于健康教育时机，100名患者家属中认为等待手术期间给予健康教育占70％（70／100）；患者手术完毕，接到患者后再接受健康教育占27％（27／100）；无所谓占3％（3／100）。结论运用流程管理模式，对提高眼科患者家属手术等候期间感知服务质量发挥重要的作用。