Analysis of the Impact of Outpatient Care Service Process Optimization on Patient Satisfaction

DOI: https://doi.org/10.62517/jmhs.202405121

Author(s)

Li Xiaohui1, Wang Jing2, Lei Yong3.*

Affiliation(s)

1Outpatient Office, Jingzhou First People's Hospital, Jingzhou, China 2Department of Medicine, Jingzhou First People's Hospital, Jingzhou, China 3Department of Medical Insurance, Jingzhou First People's Hospital, Jingzhou, China *Corresponding Author.

Abstract

In order to explore the impact of outpatient nursing service process optimization on patient satisfaction, this study first analyzed the current situation and existing problems of outpatient nursing service process through a combination of literature review and empirical analysis, and then proposed corresponding optimization strategies. Questionnaires and interviews were used to collect patient satisfaction data before and after optimization. The results showed that the optimized outpatient nursing service process significantly improved patient satisfaction, and the key factors to improve patient satisfaction were to enhance the professional quality of nursing staff, optimize the service process and strengthen the information construction. This study provides a scientific basis for the optimization of outpatient care service process and a reference for improving the quality of medical services.

Keywords

Outpatient Nursing Service; Service Process Optimization; Patient Satisfaction; Information Management

References

[1] Gao Yadong. Optimizing the Consultation Process and Providing Efficient Medical Services[J]. Continuing Medical Education,2023,37(8):165-168. [2] Liu JiazhengAnalysis of the current situation of hospital outpatient process and exploration of standardized optimization countermeasures[J].China Standardization.2021,(22). [3] Cui Yang, Ma XiaozhenResearch on the optimization of hospital outpatient treatment process[J].Journal of Jilin Institute of Chemical Technology.2021,(3)]. [4] Yang Hao, Li Jiqing, Li Xiaozhen, et alConstructing an Internet + Health Care Innovative Service Model: Creating a New Experience for Outpatients[J].Medical Theory & Practice.2021,(4). [5] Weng Jinmei, Peng Xiru, Ou Zhixia, et alEffect of diversified appointment registration on the quality of outpatient services and patient satisfaction in hospitals[J].Chinese and Foreign Women's Health Research.2020,(10). [6] Wang Nan, Zhao Ji, Guo Chunli, et alAnalysis of the current situation and existing problems of fever clinics in general hospitals in China[J].Chinese Hospital Management.2020,(11). [7] Lu LeiInformation technology optimizes hospital outpatient management process[J].China New Communications.2020,(18). [8] Xiang Chunmei, Ding Xiaowei, Wu Zheng, et alThe Influence of the Cultivation of Socialist Core Values at the Social Level on Medical Ethics and Medical Style in Public Hospitals[J].Chinese Hospital.2020,(11). [9] Du Yanping, no layerPractice and Improvement of Process Optimization in Hospital Outpatient Management[J].Modern Hospital.2020,(6). [10] Wu Suting, Chen Yaxian, Feng Jiaqi, et al. Effect of Optimizing Outpatient Service Process on Reducing Hidden Complaints in Patient Care[J]. Self-care,2021(21):144.