A study on the relationship between quality care services and patient needs of large general hospital outpatient

Abstract

Objective To investigate the construction of outpatient quality care services and the needs of patient for outpatient service, and to explore the relevance of the two projects. Methods A total of 152 cases of outpatient department registered nurse of Beijing Union Hospital and 281 cases of hospitalized patients on May, 2017 were selected, and then developed the Content Questionnaire on Quality Nursing Work of Outpatient Nurse and the Questionnaire on Outpatient Needs Status to carry out investigation. Results This kind of hospital patients with college or university in 216 cases (76.9%, 216/281), personal monthly income of 5.0-10.0 thousand accounted for 44.8%(126/281); outpatient nurses aged ≥46 in 83 cases (54.6%, 83/152), the working time≥20 years in 120 cases (78.9%, 120/152), college degree or above in 137 cases (90.1%, 137/152), 97 nurses(63.8%, 97/152) in charge. The clinic nursing work relates to the rate of above 85% for disease treatment and consultation, health education, guidance service, self-service system services, on-site inspection, consulting room environment, and the cost of nurses working hours and the most frequent content for the on-site inspection and diagnosis of diseases, counseling, health education, medical order service. The order of patients′ needs from high to low was disease and consultation, health education, guidance service, order service, on-site inspection, self-service system, registration service, waiting environment and consulting room environment. There was no correlation between the patient's needs and the rate of nursing, the length of work, and the frequency of work (P>0.05).There were significant differences in the demand for health education on each department (F=3.047, P 0.05). The outpatient quality care services had lower improved demand (≤ 26%), and the first six item that needed to improve are disease and medical consultation, self-service system, treatment order service, waiting environment, health education, guidance services. Conclusions In view of the characteristics of outpatient medical staff and patients in large general hospitals, we will improve the quality of outpatient service and meet the needs of patient outpatient service, which will help to deepen the medical reform and improve the quality of medical service. Key words: Outpatient quality care services; Patient needs