Development of a screening model and provision of nursing services during waiting for examination in the general outpatient department, Phon Phisai Hospital Nong Khai Province.

Abstract

     This action research was conducted to develop nursing services in collaboration with the outpatient nursing team and related interdisciplinary teams based on the Service Quality concept of Parasuraman, Zeithaml & Berry, 1990. The research period was September 2021 - October 2022. The research instruments included interview forms and focus group discussions on nursing services for emergency surveillance while waiting for examination, RCA FORM risk report forms, deterioration patient data reports, and satisfaction assessment forms. Quantitative data were analyzed using descriptive statistics, including numbers and percentages, and inferential statistics, including Paired t test. Qualitative data were analyzed using content analysis.
     The results of the study found that the screening and nursing service arrangement model while waiting for examination in the general outpatient department Phon Phisai Hospital is OPD CARE consisting of O=OPD triage: Screening guidelines for patient classification P=Preceptor: Having a mentor D=Job Description: Clearly define responsibilities C=Competency: Develop nursing competence A=Awareness: Awareness of risk groups for deterioration R=Response: Emergency response guidelines E=Evaluation: Evaluation, reflection, supervision, follow-up, evaluation It was found that Under Triage patients decreased from 5.03 percent to 4.17 percent, Over Triage patients decreased from 14.75 percent to 10.20 percent, the percentage of yellow patients experiencing emergency crises (yellow turns red) while waiting for OPD examination increased from 2 cases to 0 cases. No patient died. Service recipients had significantly increased satisfaction with the quality of nursing services while waiting for examination in all aspects. No complaints were found.