在客人服务大使实施后,减少了没有被看到的离开率和对差异的影响
Samuel R Wing1, Ciara Barclay-Buchanan1, Shawn Arneson1
1BerbeeWalsh Department of Emergency Medicine, University of Wisconsin School of Medicine and Public Health, Madison, Wisconsin, USA.
概括
在急诊室的客人服务大使 (GSA) 显著减少了未被看到的患者离开 (LWBS). 这一策略还减少了黑人,土著和有色人种 (BIPOC) 和女性患者的LWBS差异.
科学领域:
- 医疗保健操作 医疗保健操作
- 患者体验 患者体验
- 健康 公平 卫生 公平
背景情况:
- 紧急部门 (ED) 无人离开 (LWBS) 率是运营效率和患者满意度的关键指标.
- 高LWBS率可能会对患者的治疗结果和医院的表现产生负面影响.
- 在各种人口群体中,LWBS率存在差异.
研究的目的:
- 评估引入客人服务大使 (GSA) 对LWBS费率在学术ED.的影响.
- 确定GSA是否可以减少不同患者群体中LWBS发病率的现有差异.
- 评估非临床人员干预在改善ED流和患者护理方面的有效性.
主要方法:
- 在2022年4月至12月的中西部学术ED中进行了一项观察性队列研究.
- 客户服务大使 (GSA) 被实施,以协助患者办理登记和管理等待室.
- 使用后勤回归和两样本比例测试来比较GSA实施前和后的LWBS率,包括按种族,种族,性别和主要语言分类的子组分析.
主要成果:
- GSA的实施与整体LWBS率从3.4%降至2.0%的显著降低有关.
- 与白人患者相比,黑人,土著和有色人种 (BIPOC) 患者的LWBS减少更大.
- 对于男性和女性患者来说,LWBS的发病率有所下降,但对于非英语说话者来说,这种下降没有达到统计学意义.
结论:
- 客户服务大使 (GSA) 是一个有前途的策略,可以降低整体EDLWBS率.
- GSAs可以帮助缓解LWBS率的差异,特别是在BIPOC和女性患者群体中.
- 需要进一步的研究来解决剩余的差异,并优化对所有患者群体的GSA实施.
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