四维度创新服务理念在医院后勤管理中的应用

Application of four-dimension innovative service concept in hospital logistics management

目的探究四维度创新服务理念应用于医院后勤管理中的效果观察。方法回顾性分析四维度创新服务理念应用前(2022年3—6月)和应用后(2023年3—6月)各500例入院就诊的患者及前后持续在岗的42名医院职工、187件公共设施/医疗仪器及设备调查结果,对比应用前后患者及职工对后勤工作的满意度及后勤报修率、投诉率差异。结果应用后患者及职工后勤工作满意度均显著高于应用前(P<0.05);应用后后勤报修率为10.70%,显著低于应用前(18.18%)(P<0.05);后勤投诉率为5.00%,显著低于应用前(8.20%)(P<0.05)。结论四维度创新服务理念应用于医院后勤管理能有效提高患者及职工对后勤工作的满意度,同时降低后勤报修率及投诉率,可在各医院推广应用。

Objective To explore the effect observation of four-dimension innovative service concept applied to hospital logistics management.Methods Retrospective analysis of the survey results of 500 hospitalized patients,42 hospital staff,187 public facilities/medical instruments and equipment before and after the application of the four-dimension innovative service concept(March-June 2022)and after the application(March-June 2023).The satisfaction of patients and employees on logistics work and the difference of repair rate and complaint rate before and after application were compared.Results After the application,the satisfaction of patients and staff on logistics work were significantly higher than before the application(P<0.05),and the repair rate of logistics after the application(10.70%)was significantly lower than before the application(18.18%)(P<0.05),and the complaint rate of logistics(5.00%)was also significantly lower than before the application(8.20%)(P<0.05).Conclusion The application of four-dimensional innovative service concept in hospital logistics management can effectively enhance the satisfaction of patients and staff on logistics work,and reduce the logistics repair rate and complaint rate,and it can be popularized in various hospitals.