基于患者满意度的医疗服务质量持续改进管理

Continuous Improvement of Quality Management of Medical Treatment Service Based on Patients' Satisfaction

目的探索和建立以患者满意度为导向的医疗服务质量持续改进管理新模式。方法分别于2013年7—8月(改进前)和2014年3—4月(改进后)两个阶段的各500例出院患者采用随机留置问卷法进行问卷调查。对调查的数据采用SPSS17.0进行统计分析,并对比两次调查结果。结果经过有针对性地实施改进措施半年后,再次调查时亟需改进的3个指标的满意度显著改善。结论以患者满意度为导向的医疗服务质量持续改进管理,对提升医疗服务质量有着积极的推动作用,是医院运营思想的变革。

Objective To explore and establish a new management model, which taking patients＇ satisfaction degree as guidance in continuous improvement of medical service quality, Method Information of 500 patients were randomly collected during July and August 2013（before improvement） and during March and April 2014（after improvement）, The survey data were statistically analyzed by using SPSS17.0, and results were compared. Result Through the targeted improvement measures, satisfaction of the three indicators which needs to be improved increases significantly after half a year. Conclusion Taking patients＇ satisfaction degree as guidance in management of continuous improvement of medical service quality plays positive action in improving the quality of medical services.