摘要
目的 剖析医院用精细化门诊服务模式的作用。方法 2024年10月-12月本院门诊未开展精细化门诊服务期间接诊的病人100名为对照组，2025年1月-3月本院门诊开展精细化门诊服务期间接诊的病人100名为试验组。对比门诊医疗质量等指标。结果 关于门诊医疗质量：试验组的接诊流程（96.72±2.31）分、环境安全（98.03±1.05）分、服务态度（97.22±2.51）分，对照组的接诊流程（89.41±3.04）分、环境安全（91.52±2.06）分、服务态度（90.48±2.79）分，差异显著（P＜0.05）。病人满意度：试验组98.0%，对照组83.0%，P＜0.05。不良事件：试验组1.0%，对照组 12.0%，P＜0.05。结论 医院开展精细化门诊服务，可显著提升门诊医疗质量与病人满意度，同时也能减少病人出现挂号错误等不良事件的几率。
关键词： 医院；精细化门诊服务；满意度；医疗质量
Abstract
Objective To analyze the effectiveness of refined outpatient service models in hospitals. Methods A control group of 100 patients received treatment during the period when our hospital's outpatient department did not implement refined services from October to December 2024, and a trial group of 100 patients received treatment during the period when refined services were implemented from January to March 2025. The quality of outpatient medical services was compared through indicators such as service quality. Results Regarding service quality: The trial group scored 96.72±2.31 in reception process, 98.03±1.05 in environmental safety, and 97.22±2.51 in service attitude, while the control group scored 89.41±3.04 in reception process, 91.52±2.06 in environmental safety, and 90.48±2.79 in service attitude, showing significant differences (P<0.05). Patient satisfaction: Trial group 98.0%, control group 83.0%, P<0.05. Adverse events: Trial group 1.0%, control group 12.0%, P<0.05. Conclusion Implementing refined outpatient services in hospitals can significantly improve medical service quality and patient satisfaction, while also reducing the likelihood of adverse events such as registration errors.
Key words： Hospital; Refined outpatient service; Satisfaction; Medical quality
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