Participatory management improves outpatient visiting speed and service satisfaction

摘要

Objective: To explore the application value of participatory management in the outpatient clinic and its impact on the outpatient visiting speed and doctor-patient disputes. Methods: Six thousand outpatients who had appointments from January 2018 to January 2019 were selected as subjects. All the outpatients were randomly divided into a study group (n=3000) using participatory management, or a control group (n=3000) using a traditional schedule. In the meantime, forty nurses serving theses outpatients were selected and divided into the two groups. Every four months, the nurses' professional knowledge was assessed, and the satisfaction degree, visiting times (including the waiting and consultation times), as well as the outpatients' incidence of adverse events were recorded. Results: There were no significant differences in the results of the professional knowledge assessment between the two groups at the first time point (P>0.050). However, in the second and third tests, the study group showed significantly higher scores than the control group did (P<0.001). The results in the first test were the highest, followed by the tests at the second and third months (P<0.001). The outpatient satisfaction of the study group was 90.15%, which was significantly higher than that of the control group (P<0.001). The outpatient visiting time of the study group was significantly shorter than the control group's visiting time (P<0.001). The incidence of adverse events in the study group was significantly lower than it was in the control group (P=0.002). Conclusion: Participatory management can effectively improve the outpatient visiting speed and outpatient service satisfaction and can reduce the incidence of adverse events between doctors and patients. Participatory management has a great application potential in the outpatient clinic in the future.