通过组织价值观一致的标准化行为模型改善急诊室患者体验
Muhammad Hasan Abid1,2,3, Nada Al Shehri3,4, Krishavenne Heidi Chetty5
1Continuous Quality Improvement and Patient Safety Department, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia.
Global journal on quality and safety in healthcare
|June 19, 2023
概括
在急诊室 (ED) 实施行为服务模型显著改善了患者体验得分8%. 这种适应当地需求的方法在患者护理质量方面取得了持续的积极成果.
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 提高质量 提高科学 提高质量
背景情况:
- 紧急诊所 (ED) 患者体验是医疗机构的关键战略优先事项.
- 影响患者体验的因素包括医疗保健环境中的文化,行为和心理方面.
- 阿尔哈达武装部队医院旨在通过战略举措增强患者体验.
研究的目的:
- 实施和评估一个标准化,价值观一致的服务行为模式,在急诊室设置.
- 适应和应用一种行为服务模式,以满足当地社区的需求,并改善患者的体验.
- 评估质量改进计划对急诊室患者体验的影响.
主要方法:
- 在质量改进项目中采用了实验前和实验后的设计.
- 卫生保健改进研究所的改进模型 (计划-做-研究-行为) 指导了实施.
- 该研究遵循SQUIRE 2.0关于报告质量改进举措的指导方针.
主要成果:
- 在实施后,急诊室的平均患者体验得分增加了5.23分 (8%的改善).
- 通过Q3-2022观察到患者体验的持续改善.
- 该计划对患者满意度产生了可衡量的积极影响.
结论:
- 采用符合组织价值观的标准化服务行为是改善急诊室患者体验的有效方法.
- 实施的行为模型为医疗保健环境的可扩展改进提供了有力的证据.
- 这项质量改进项目突显了针对性干预措施在提高患者护理方面的成功.
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