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Abstract

Application of FOCUS-PDCA in Reproductive Clinic Procedure and Study on Patient Satisfaction

Author(s): X. Xu, X. Qian and X. Lv1*
Department of Outpatient, Sir Run Run Shaw Hospital (SRRSH), Zhejiang University College of Medicine, Hangzhou City, Zhejiang Province 310016, 1Department of Nursing Supervision, The Second Affiliated Hospital of Zhejiang Chinese Medical University, Hangzhou City, Zhejiang Province 310005, China

Correspondence Address:
Department of Nursing Supervision, The Second Affiliated Hospital of Zhejiang Chinese Medical University, Hangzhou City, Zhejiang Province 310005, China, E-mail: [email protected]

In order to study the application of FOCUS-PDCA in a reproductive clinic process and the satisfaction of patients, in this study, patients in a reproductive clinic were taken as the research subjects. Based on FOCUS-PDCA program, the outpatient flow was optimized and a patient satisfaction management mechanism was established. Through questionnaires and on-site interviews with medical staff and patients, the data of satisfaction survey were collected and the waiting time of patients in the 4 links of registration, payment, waiting for injection was counted, so as to evaluate the effect of outpatient process optimization. The results showed that in the four links of registration, payment, waiting for medical treatment and waiting for injection, the waiting time of patients after the optimization of outpatient process is significantly shorter than that before the optimization of outpatient process and the difference was statistically significant (p<0.05). Before the optimization of outpatient procedure, the total average waiting time of patients in each link was 177.89 min. After the optimization of outpatient procedure, the average queuing waiting time of patients in each link was 49.06 min, which was shortened by 128.83 min and the efficiency of medical treatment was effectively improved. The evaluation was made from 7 items, which were guidance sign, equipment layout, outpatient information, assistant material placement, workload, working environment and safety. After the optimization of outpatient process, the satisfaction score of medical staff was higher than that before the optimization of outpatient process, and the difference was statistically significant (p<0.05). Before the optimization of outpatient process, the average score of medical staff satisfaction with 7 items was only 66.73, while after the optimization of outpatient process, the average score of medical staff satisfaction with 7 items reached 90.44, which increased by 23.71 points. When the evaluation was made from 5 items, which were guidance service, guidance sign, waiting time, medical staff efficiency and queuing time. After the optimization of outpatient process, patients' satisfaction score was higher than that before the optimization of outpatient process, and the difference was statistically significant (p<0.05). Before the optimization of outpatient procedure, the average score of patients' satisfactions with 5 items was only 66.57, while after the optimization of outpatient procedure, the average score of patient satisfactions with 5 items reached 90.64, which increased by 24.07 points. Based on FOCUS-PDCA procedure, the reproductive clinic process was optimized to shorten the waiting time of patients in the process of consultation, reduce the pressure of medical staff and improve patient satisfaction. There are still some shortcomings in the research process, but the research results still would provide some reference and guidance for exploring more precise mechanism in the future, so this study is a significant research topic.

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