Management of valid touch contact service in out-patients department in hospital

VernacularTitle:医院门诊部有效接触点服务的管理
Author: Jin-Jiao HUANG ¹ ; Mei-Bin HUANG
Author Information

1. 530021 南宁,广西医科大学第一附属医院门诊部
Keywords: Out-patients department,hospital; Organization and administration; Touch contact point service
From: Chinese Journal of Modern Nursing 2012;18(3):328-330
CountryChina
Language:Chinese
Abstract: Objective To explore the effect of valid “touch contact” service to patients in the outpatients department,and related quality control,and to improve the service quality.Methods Establishing valid “touch contact” point by investigation,and control the quality of clinic environment,rear service,and window service and health staff et al “touch contact point”; and propose service standard; evaluate the effect of “touch contact point”.Results clinic environment satisfaction rate (65％ vs 84.1％ ),satisfaction of inject (87.8％ vs 98.3％ ) before and after establishment of “touch contact point” were different ( x2 =35.99,31.51,respectively;P ＜ 0.05 ); complaint rate has reduced by 35％,compared with that in 2009.Conclusions Out-patients managers should master the effect service of “touch contact point” and enhance the service management.Those could improve the out-patients service quality and the patients' satisfaction.