一般诊所接待员临床导向角色的影响:系统性审查与叙事综合
Keigo Ban1, Sheila Greenfield1, Michael Burrows2
1Department of Applied Health Research, College of Medicine and Health, University of Birmingham, Birmingham.
概括
一般诊所的接待员执行重要的行政和临床支持任务. 需要加强培训,以解决与角色相关的焦虑,并改善初级保健机构的员工保留率.
科学领域:
- 初级医疗保健医学 一级医疗保健医学
- 医疗保健管理的管理
- 医疗保健中的人力资源
背景情况:
- 一般诊所面临着日益增长的需求和多学科的工作人员,接待员承担了扩大角色.
- 尽管职责不断变化,但接待员培训并没有跟上步伐,导致高压和员工流动.
研究的目的:
- 审查初级保健接待员所执行的各种任务.
- 分析这些角色对初级保健提供的影响.
- 确定更好地支持接待员的策略.
主要方法:
- 对英国的研究进行了系统审查.
- 主要的医疗数据库 (MEDLINE/PubMed,CINAHL,ASSIA,Cochrane图书馆,Embase) 在2000年1月至2024年3月期间进行了搜索.
- 包含的研究的文献资料也被手动搜索.
主要成果:
- 29项研究揭示了接待员在服务提供中的角色,患者的态度以及他们自己的经验.
- 接待员管理行政任务,优先考虑患者,重复处方,并传达测试结果.
- 患者经常不信任接待员,认为他们阻碍工作,而接待员对临床任务和预约管理感到焦虑.
结论:
- 接待员对行政职责充满信心,但对临床支持和管理未满足的患者预约请求感到焦虑.
- 专业化和有针对性的培训可以提高初级保健接待员的工作满意度和留守率.
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