医疗服务绩效管理模式与病人满意度

The Effect of Medical Service Performance Management Mode on Improving Patient's Satisfaction

目的通过医疗服务绩效管理,提高医务人员的服务质量,提升病人满意度。方法通过对全院出院病人电话随访,及时掌握出院病人对医院医疗服务满意程度;制订科室医疗服务绩效目标和考核指标;对全院各级医务人员进行服务理念及绩效目标的培训;应用绩效管理模式对医疗服务质量进行管理。结果出院病人综合满意度从95.69%上升到98.70%。结论明确了服务目标,有效规范了医务人员服务行为,提高了医疗质量和病人满意度,激发了医务人员为病人服务的工作热情,构建了和谐的医患关系,培养了医院忠诚客户。

Objective To improve the quality of medical services and to rise patients satisfaction by medical service performance management.Methods Master the degree of satisfaction of discharged patients by telephone follow-up.Develop medical service performance targets and assessment indicators.Manage the medical service quality by performance management mode.Results The overall satisfaction of discharged patients rise from 95.69% to 98.70%.Conclusion Clear the service target,regulate the service behavior of medical staff effectively,improve the quality of medical services and rise satisfaction.Stimulate enthusiasm for work..Build a harmonious relationship between doctors and patients.Cultivate loyal customers to the hospital.