零投诉绩效管理前后病案科人员满意度调查

The Analysis on the Satisfaction Degree in Medical Record Department Staff Before and After Zero Complaint Performance Management

目的探讨医院开展零投诉绩效管理前后病案科人员满意度的改变情况。方法采用满意度问卷(MSQ),对某地区开展零投诉绩效管理前后的四家医院44名病案科人员进行问卷调查。结果病案科人员总满意度在开展零投诉绩效管理后平均增高15.3分,开展前后内在满意度和外在满意度差异有显著意义。结论零投诉绩效管理,即提高了病案人员包括工作本身、职业发展、工作认可度的内在满意度;也提高了薪酬福利、政策管理、人际关系等外在满意度,提示医院整体管理水平提高的同时也要根据工作性质和个体差异具体情况进行层级需求的满足。

Objetive To investigate the change of the satisfaction degree in medical record department staff before and after the application of zero complaint performance management. Method To conduct a questionnaire survey on 43 workers of medical records department of a hospital before and after the application of zero complaint performance management with satisfaction degree question- naires.＇ Result The general satisfaction degree of medical records department after the zero complaint performance management in- creased 15.3 points in average level, and the inner and outer satisfaction degree had significant difference. Conclusion The zero com- plaint performance management, was to increase the inner satisfaction degree of medical records staff conclude the work itself, profes- sion development and work acception rate, and increase outer satisfaction degree such as welfare, policy management and interpersonal relationship. This indicated that the hospital should satisfy the requirements of different levels according to the work nature and per- sonal difference when improved the management level of the whole hospital.