摘要
目的探讨基于患者满意度的医疗服务质量持续改进管理效果。方法以2020年1—6月为改进前阶段,2020年7—12月为改进后阶段,在该院开展基于患者满意度的医疗服务质量持续改进管理,比较改进前后患者满意度评分与各项指标的重要度、满意度得分。结果改进后阶段患者对于医疗服务质量满意度得分均高于改进前,差异有统计学意义(P<0.05);改进后象限图阶段医疗价格、等候时间、就医环境、服务回访以及客户关系的重要度评分得以提高。结论基于患者满意度的医疗服务质量持续改进管理可提升患者的医疗服务满意度,有利于建立更为和谐的医患关系。
Objective To explore the management effect of continuous improvement of m edical service quality based on patient satisfaction.Methods From January to June 2020 as the pre-improvement stage,and from July to December 2020 as the post-improvement stage,carrying out continuous improvement management of medical service quality based on patient satisfaction in the hospital.Compared the patient satisfaction score before and after the improvement with the importance and satisfaction score of each index.Results After the improvement,patients’satisfaction scores for the quality of medical services were higher than before the improvement,and the difference was statistically significant(P<0.05);the improvement of the quadrant diagram stage of medical prices,waiting time,medical environment,service return visits and customer relations score were improved.Conclusion Continuous improvement and management of medical service quality based on patient satisfaction can improve patients’satisfaction with medical services and help establish a more harmonious doctor-patient relationship.
作者
陈杰明
周玉兰
姜丽娜
CHEN Jieming;ZHOU Yulan;JIANG Lina(Comprehensive Service Department,Longhua District Central Hospital,Shenzhen,Guangdong Province,518110 China)
出处
《中国卫生产业》
2021年第21期76-78,82,共4页
China Health Industry
关键词
医疗服务质量
患者满意度
质量持续改进
医院管理
Medical service quality
Patient satisfaction
Continuous quality improvement
Hospital management
