中文摘要：

目的探讨志愿者在医院门急诊开展活动的管理方法及效果。方法在门急诊建立志愿服务管理体系,招募132名志愿者在门急诊开展志愿服务,给予就诊困难患者提供各种帮助,包括导诊、自助挂号、自助收费、健康指导等服务。结果实施志愿服务前后门急诊患者满意度由86%提高到96.25%。志愿服务对象对志愿服务的满意度达96.92%,志愿者对活动的满意度测评为93.94%。结论完善的医院门急诊志愿服务管理体系,有利于提高患者就诊感受,改善医患关系,同时良好的管理体系有利于志愿者的身心成长及推动志愿组织的不断发展。

英文摘要：

Objective To investigate the management methods and effects of hospital volunteer service for outpatient emergency care. Method Hospital volunteer service management system was established in the emergency and outpatient departments and 132 volunteers were recruited to provide services including hospital guide, self-registration, self-charging and health guidance etc.. Results Patients＇ satisfaction increased from 86% to 96.25% after implementing hospital volunteer service. Furthermore, The satisfaction for service objects to the volunteer service and the volunteers＇ satisfaction for the activities reached to 96.92% and 93.94% respectively. Conclusions A comprehensive hospital volunteer service management system was conductive to improving patients＇ treatment experience and the relationship between patients and doctors. Meanwhile, a good volunteer service management system was conductive to the volunteers＇ mental and physical growth and continuous development of volunteer organization.