目的：探讨业务流程重组（BPR）在门诊治疗室中的临床应用价值。方法：选取我院门诊诊疗室行输液、肌肉注射、皮试等治疗操作患者，2013年7月～2013年12月的122例为对照组，2014年7月～2014年12月的122例为观察组，记录并统计学分析各组临床观察指标。结果：观察组患者输液、肌肉注射、皮试、抽血、雾化及其他治疗项目等待时间均明显短于对照组患者相应指标（P＜0.05），其等待时间、治疗环境、红灯传唤、服务态度、治疗技术、健康教育满意度评分、环境管理、物药品管理、专科管理、安全管理、消毒隔离评分均明显高于对照组（P＜0.05）；观察组投诉事件发生率、护理不良事件发生率及等待时间投诉比例均明显低于对照组（P＜0.05），表扬事件发生率明显高于对照组（P＜0.05）。结论：在门诊治疗室中实施BPR可明显缩短患者治疗等待时间，提高患者满意度，提高临床护理质量，减少投诉事件及不良护理质量事件的发生。%Objective: To investigate the business process reengineering (BPR) in the outpatient therapeutic room of the value of clinical application.Methods:Selected in our hospital outpatient infusion room, intramuscular injection, skin testing in patients with treatment of operation in 2013, July -2013 year in December 122 cases as control group, in 2014 July -2014 year in December 122 cases for the observation group, recorded and statistically analyzed clinical observation index.Results:The patients in the observation group were infusion, intramuscular injection, skin test, blood, atomization and other treatment projects waiting time were significantly shorter in the group of patients the corresponding index control (P<0.05), the waiting time, treatment environment, service attitude, subpoena, red light treatment technology, health education satisfaction score, environmental management, drug management college, management, safety management, disinfection and isolation score were significantly higher than those in the control group (P<0.05); the observation group the incidence rate of nursing complaints, the incidence of adverse events and waiting time proportion of complaints were significantly lower than the control group (P<0.05), praised the event rate was significantly higher than the control group (P<0.05).Conclusion:The implementation of BPR can obviously shorten the patient waiting time for treatment in the outpatient therapeutic room, improve the satisfaction of patients, improve the clinical nursing quality, reduce the occurrence of complaints and adverse events of nursing quality.
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