持续改进医院门诊环境设施质量 提高患者满意度

Application of Continuous Quality Improvement in Improving Patients’ Satisfaction with Outpatient Environmental Facilities in Hospital

目的通过持续质量改进提高门诊患者对医院门诊环境设施的满意度。方法通过满意度调查表调查统计出患者对医院门诊不满意的部分,运用科学管理工具找出真因,针对真因提出相应的改进措施,调查措施实施后的效果最终形成标准化。结果患者满意度提高。结论通过科学管理工具能够得出患者不满意的真因,针对真因进行改进,改进后患者满意度提升,科室形成相关标准化流程,规范科室管理。

Objective To improve outpatients’ satisfaction with the outpatient environmental facilities by means of continuous quality improvement. Methods Through an outpatient satisfaction survey,the patients were found to be dissatisfied with the hospital outpatient service,and scientific management tools were used to find out the true cause. Relevant improvement measures were thus adopted and the effects produced by the measures were finally standardized. Results Patient’s satisfaction was improved. Conclusion Using the scientific management tool,we identified the real cause of patients’ dissatisfaction and,on that basis,improved patients’ satisfaction so as to formulate a relevant standardized process in the outpatient department and standardize the department’s management.