“卫生系统反应性”在提高门诊为兵服务满意度中的应用

Application of Health Care Responsiveness in the Work of Serving for the Army in the Clinic

目的探讨运用"卫生系统反应性",提高门诊为兵服务质量。方法问卷调查,对反应的问题进行分析并提出整改措施。结果整改前38.3%的军人就医预先期望值较高,其中有15%出现因医患沟通不到位而出现不满情绪;17.6%军人患者就医过程未做到优先、方便、快捷;19%军人患者表示未感受到军队医院的"家庭温暖";14.8%的军人有不同程度的焦虑、紧张等心理特点。整改后仅有4.7%的就诊人员存在不同程度的焦虑、紧张情绪,满意率达91%。结论①"反应性"可客观地反应流程不足之处;②"反应性"可直接做为质量的评定指标;③"反应性"可间接地提高人员的自觉性。

Objective To improve the quality of ＂serving for the army＂ in the clinic with the analysis on the health care responsiveness. Method The questionnaire was used to analyze the problems of the responsiveness and find the countermeasures. Results Before the measures being applied, 38.3% militarymen were of high expectations of medical service, and 15% complaint of the inadequate communication between the patients and the doctors among them, and 17.6% were not treated of priorly, conveniently and quickly, and 19% complained that they did not feel the ＂warmness like in the family＂ in the military hospitals. 14.8% were of different degree anxie- ty and nervousness. After the measures were applied, only 4.7% of militarymen were of some degree anxiety and nervousness, and the percentage of satisfaction was 91%. Conclusions ①The responsiveness can be applied to reflect the shortcomings of the responsiveness flowchart objectively; ②The responsiveness can be used as the indicators of quality control directly ; ③The responsiveness can be used to improve the awareness of the medical service personnel indirectly.