Application of PDCA cycle in outpatient window service of clinical labo-ratory
Objective To apply the PDCA cycle to improve the service quality of the outpatient window of the clinical labo-ratory and the satisfaction of patients to improve the doctor-patient relationship.Methods A total of 600 outpatients of Aier Eye Hospital Affiliated to Wuhan University with traditional routine inspection service from January to June in 2022 were selected as the control group.Another 600 outpatients with the implementation of PDCA cycle from July to December in 2022 were selected as the observation group.The two groups were compared in terms of the qualified rate of the test person-nel in basic operation(including sterilization,puncture,and anticoagulation tube mixing)as well as the efficiency of patient access(including waiting time for blood collection and report collection),and patient satisfaction(including doctor-patient communication,service attitude and environment).Results The qualified rates of disinfection and sterilization,puncture,and anticoagulation tube mixing of test personnel in the observation group was higher than those of the control group,and the differences were statistically significant(P＜0.05).Time of blood collecting and report obtaining of patients in the observa-tion group were shorter than those of the control group,and the differences were statistically significant(P＜0.05).In the ob-servation group,patient's satisfaction with doctor-patient communication,service attitude and environment were higher than those of the control group,and the differences were statistically significant(P＜0.05).Conclusion Through PDCA cycle management,it can standardize the operation of outpatient inspection personnel,reduce the waiting time of patients,improve the efficiency and satisfaction of patients,thus helping to improve the doctor-patient relationship,and it is worth applying.
万方数据
维普
