实施PDCA持续改进 提高医院患者满意度

Implementing PDCA to improve patient satisfaction in hospital

目的:科学评价医院实施PDCA取得的成效,进而提升医院服务质量。方法:委托社会第三方以电话回访的形式对实施PDCA前后的出院患者进行满意度调查,两次样本量均在1000人次以上,调查内容涵盖医疗服务质量、医疗服务态度、医疗反应性、医疗服务环境、尊重患者权益、医德医风等项目。结果:实施PDCA前后的15项患者满意度指标中有11项差异具有统计学意义(P<0.05)。结论:医院在全员、全业务流程开展的PDCA持续改进取得了显著成效;医院在医疗、护理服务质量方面有较大改进,而在后勤管理方面仍有较大提升空间;患者满意度调查为量化评估PDCA在医院的实施效果开辟了途径,为医院改进服务质量提供了可靠依据。

Objectives： To scientifically evaluate the effectiveness of implementing PDCA in the hospital and improve hospital quality. Methods： The independent third party carried out survey on outpatient satisfaction before and after the implementation of PDCA by telephone. The sample sizes of two times were all more than 1000 people. The content of the survey covered the quality of medical service, medical service attitude, reactivity, medical service environment, respecting for the rights of patients and medical ethics. Results： There are 11 patient satisfaction indicators in 15 are significantly improved （P〈0.05） after implementing PDCA. Conclusions： There is great effectiveness on full implementing PDCA in hospital. Medical service and nursing service quality is significantly improved but logistic service only improved a little. Patient satisfaction survey opens a new way for evaluating the quantitative of hospital PDCA effect, and provides a reliable basis for hospital to improve the service quality.