Abstract:

Objective　To study the effect of time-point management guided by mind map on the quality of hospital outpatient service. Methods　The clinical data of 380 outpatients in Guangzhou Twelfth People's Hospital from June 2020 to June 2022 were analyzed retrospectively. According to the patients were treated with time-point management guided by mind map or not, they were divided into a pre-implementation group [104 males and 86 females, with an age of (57.85±6.02) years old] and a post-implementation group [101 males and 89 females, with an age of (58.13±5.63) years old]. The outpatient service quality, outpatient nosocomial infection control indicators, and outpatient satisfaction were evaluated and compared before and after implementation of time-point management guided by mind map. Two independent sample t test was used for the measurement data, and χ² test was used for the count data. Results　After the implementation, the outpatient visit environment score [(96.51±7.33) points], outpatient response score [(96.35±2.14) points], patient order score [(97.28±4.22) points], and satisfaction rate [97.89% (186/190)] were higher than those before the implementation, with statistically significant differences (all P<0.05). After the implementation, the in-hospital hand hygiene compliance rate [97.92% (47/48)], equipment disinfection compliance rate [97.92% (47/48)], and environmental hygiene compliance rate [95.83% (46/48)] in the spot check for medical staff were higher than those before the implementation, with statistically significant differences (all P<0.05). Conclusion　After targeted and comprehensive time-point management guided by mind map, the service quality for outpatients has been significantly improved, and the in-hospital hygiene has been significantly improved, which is worthy of popularization and application.

Key words: Mind map, Time-point management, Outpatient, Service quality

摘要： 目的　研究思维导图引导时间位点管理对医院门诊服务质量的影响。方法　回顾性分析广州市第十二人民医院2020年6月至2022年6月收治的380例门诊患者临床资料，依照有无实施思维导图引导时间位点管理将其分为实施前组［男104例，女86例，年龄（57.85±6.02）岁］和实施后组［男101例，女89例，年龄（58.13±5.63）岁］，评价和比较实施思维导图引导时间点管理前后门诊服务质量、院内感染控制指标，患者满意度。计量资料采用独立样本t检验，计数资料采用χ²检验。结果　实施后组门诊就诊环境评分（96.51±7.33）分、门诊响应评分（96.35±2.14）分、患者秩序评分（97.28±4.22）分、满意度［97.89%（186/190）］，均高于实施前组，差异均有统计学意义（均P<0.05）。实施后医护人员抽检院内手卫生达标率［97.92%（47/48）］、器械消毒达标率［97.92%（47/48）］、环境卫生达标率［95.83%（46/48）］均高于实施前，差异均有统计学意义（均P<0.05）。结论　经过针对化、综合化的思维导图引导时间位点管理后，门诊患者服务质量明显提升，院内卫生情况显著改善，值得推广应用。

关键词: 思维导图, 时间位点管理, 门诊, 服务质量