摘要
目的通过将PDCA全程质量改进手段引入患者满意度调查,科学评价患者对服务的满意度,持续改进服务质量,提高患者满意率。方法应用PDCA循环的步骤,从提高医疗质量、改善服务态度、改变医院环境入手进行实施。同时,对该院500名患者作了满意度调查,并通过单因素方差分析评价PDCA在满意度调查中的成效。结论 PDCA循环在满意度调查中的应用是有效的,特别在医院的临床医疗与医技部门效果显著。
Objective To improve medical quality and patients＇ satisfaction degree by introducing PDCA cycle as a scientific tool to the hospital management.Method We implemented PDCA circle in the links of medical quality forming as service quality,service attitude and hospital environment.And then 500 patients were surveyed of their satisfaction degree of the hospital.Data were analyzed with one-way ANOVA.Result and conclusion PDCA cycle is an effective tool to improve patients＇ satisfaction degree,especially within clinical service and medical technique departments.
出处
《解放军医院管理杂志》
2012年第12期1128-1130,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
医院
PDCA循环
满意度
hospital
PDCA cycle
satisfaction degree
