Effect of the process decentralization strategy combined with secondary triage mode on the service quality of emergency patient triage in waiting management

ObjectiveTo analyze the effects of process decentralization strategy combined with secondary triage mode on the service quality of emergency patient triage in waiting management.

MethodsFrom May 2018 to June 2019, 860 patients were randomly selected from the emergency department of Beijing Luhe Hospital Affiliated, and divided into the control group and observation group(430 cases in each group).The control group was given the routine triage mode, and the observation group was given the process decentralization strategy combined with secondary triage mode.The waiting time and accuracy of triage in two groups were observed.The patients' waiting anxiety was evaluated using the HAMA score.The self-designed satisfaction questionnaire was used to calculate the patient satisfaction, and the adverse events were recorded in the two groups.

ResultsThe waiting time in observation group was shorter than that in control group, the triage accuracy in observation group was higher than that in control group, the HAMA score and incidence rates of adverse events in observation group were lower than those in control group, and the total satisfaction rate in observation group was higher than that in control group(P<0.01).

ConclusionsThe process decentralization strategy combined with secondary triage mode in the application of emergency patient triage in waiting management can significantly improve the patients' anxiety, shorten the waiting time, reduce the incidence rate of adverse events and improve the quality of triage services, and it has higher application value.