三甲医院门诊医疗服务质量及管理流程的评价方法探索

Study on the methods for evaluation the outpatient service quality and management process in a tertiary hospital

目的:探索全面评价三甲医院门诊医疗服务及管理质量的方法。方法:从跟踪患者就诊过程与调查患者满意度相结合的外部角度和工作抽样、职工调查问卷等内部角度对门诊医疗质量和管理服务进行综合评价。结果:几种方法相结合不仅能够发现就诊流程中的瓶颈,并可为提高医疗服务质量提供确切的方向。结论:通过多角度,内外兼顾的评价方法能更全面反映三甲医院的真实状况,操作性强,具有广泛的推广意义。

Objectives：To develop an effective method for comprehensive evaluation the management quality and outpatient services quality in hospitals. Methods：A combination of internal evaluation by sampling at interest departments,questionnaire among employees,HIS data analysis with external evaluation by following up the outpatient service process,survey on patient satisfaction was applied in the outpatient service evaluation. Results：The combination of various methods was useful in finding the bottleneck of outpatient service process,hence providing guidance to improving service quality. Conclusions：The multifaceted,combined evaluation method applied in this study was effective in examining the actual service condition in hospitals,operation-friendly and could be applied widely in hospital service evaluation.