目的 构建门诊医疗质控重点指标体系,以提高门诊医疗质量和患者满意度。方法 通过文献研究和专家访谈,形成咨询问卷,运用德尔菲法对17名专家进行两轮专家咨询,确立构建门诊医师医疗质控重点指标。提取医院HIS系统相关数据和移动终端满意度调查结果。结果 两轮专家函询的回收率均为100%,专家权威系数大于0.7,筛选后门诊医师质控重点指标体系包括3个一级指标、12个二级指标,指标问卷调查的克朗巴赫系数为0.728。从指标体系实践结果来看,预约挂号率增高了29.09%,基本药物占比增加了2.75%,门诊病历打印率增加了28.28%,出诊考勤合格率和患者满意度均有明显提升。结论 构建的医疗质控重点指标定位准确、导向性强,数据可量化,可用于门诊医疗质控,提升患者满意度。

Objective Find out the key links that affect the quality of outpatient medical care, in order to improve the quality of outpatient medical care and patient satisfaction.Methods Through literature research and expert interviews, a consultation questionnaire was formed, and the Delphi method was used to construct the key indicators of medical quality control for outpatient doctors. The practice was carried out by extracting the relevant data of hospital HIS system and the survey results of mobile terminal satisfaction.Results The recovery rate of the two rounds of expert correspondence is 100%, and the expert authority coefficient is greater than 0.7. After screening, the key index system for quality control of outpatient physicians includes 3 first-level indicators and 12 second-level indicators. The Cronbach's alpha of the index questionnaire survey is 0.728. From the practice results of the indicator system, the appointment registration rate increased by 29.09%, the proportion of essential drugs increased by 2.75%, the printing rate of outpatient medical records increased by 28.28%, and the qualified rate of attendance and patient satisfaction were significantly improved.Conclusions The constructed key indicators of medical quality control are accurately positioned, strongly oriented, and the data can be quantified, which can improve the quality of outpatient medical care.