综合医院住院部医疗服务质量改善研究

Study on Quality Improvement of Inpatient Medical Service in General Hospitals

综合医院住院部的医疗服务质量与住院患者满意度直接相关,是医院管理绩效的重要影响因素。对杭州市某三甲医院住院部患者和家属进行抽样访谈,得出患者的服务需求及其重要度评分。采用质量功能展开方法,得到质量改进要素及其优先级数值,据此提出住院部服务质量改进的重点为建立患者评价制度、合理安排各类体检、改善住院环境及优化部门布局。

The quality of healthcare service in inpatient departments of general hospitals is directly correlated with the satisfaction of the patients and it is an important influential factor of hospital performance. Based on interviews with sampled inpatients and their family members in a general hospital in Hangzhou, the service needs were collected and was graded as to their importance. Quality function deployment method ,＊＇as used to extract the quality improvement factors and the importance degree, based on which we found the most significant service improvement measures are the establishment of patient evaluation system, the reasonable arrangements of physical examinations, the inpatient environment improvement and rational distribution of the different departments.