医院评审中临床医护人员对病案服务满意度调查

The Survey of Clinical Care to the Medical Record Service Satisfaction in Hospital Accreditation

目的了解影响病案服务满意度的主要原因,提出改进措施,促进病案管理服务质量与满意度持续提高。方法采用问卷调查的方法,对全体在岗临床医护人员开展问卷调查。结果病案管理科中病案管理相关专业人员仅占50%;通过持续改进服务流程和服务奖惩的强化管理,病案服务各项内容的满意度均有所提高,涨幅最大的依次为催缴病案及时归档服务、调取医疗统计信息服务、病案复印预约服务,涨幅分别为17.41%、15.72%、15.64%。结论提高病案管理人员专业素质,进一步落实奖惩制度以此改善服务态度,并与临床医护人员保持良好而密切的沟通,充分了解医护工作对病案服务的需求,有助于持续提高服务质量。

Objective To understand the impact of the m^ain reasons of the medical record service satisfaction, put forward improved measures, to promote medical records management service quality and satisfaction continue improve. Methods Using the survey method, conducted a questionnaire survey to all post clinical health care. Results Only 50% of the medical record management re- lated professionals. Through the continuous improvement of service processes, and strengthen management of service incentive, all of the satisfaction of various elements of the medical record services have improved, the largest increase were call the medical records archive in time, retrieval of medical statistics service, medical record copying booking service, the increase scope respectively is 17. 41%, 15.72% and 15.64%. Conclusion We should improve medical record management professional, further implement the reward system in order to improve the service attitude, and maintain good and close communication to clinical care, fully understand their needs of medical record services, help to continue to improve the service quality of the medical service terminal links.