患者满意度测评在医院管理中的应用价值

Application Value of Patient Satisfaction Survey Application in Hospital Management

目的探讨患者满意度测评在医院管理中的应用价值。方法 2013年在全院范围内开展患者满意度测评,将患者测评结果计入医护人员量化考核中,比较2012年与2013年医疗纠纷发生率、投诉率、门诊患者平均诊疗时间、住院患者平均住院天数、平均住院费用及医护人员满意度。结果 2013年医疗纠纷发生率、投诉率较2012年明显降低,比较差异有统计学意义(P<0.05);2013年较2012年门诊患者平均诊疗时间增长、住院患者平均住院天数缩短,住院费用减少,两组比较差异有统计学意义(P<0.05)。结论患者满意度测评可提高医务人员工作积极性,提高诊疗服务水平,有利于医院的内部管理。

Objective To discuss application value of patient satisfaction survey in hospital management. Methods Patient satisfaction survey in 2013 was carried out within the scope of the hospital,the patient satisfaction survey was included in the quantitative assessment in health care,and the incidence of medical malpractice,the complaint rate,the average outpatient clinic time,the average length of stay of patients in hospital, the average cost of hospitalization and medical staff satisfaction were compared in 2012 and 2013.Results Annual incidence of medical malpractice and the complaint rate was significantly lower in 2013 than in 2012. The difference was statistically significant（ P 0. 05）. Through comparing with 2012,outpatient clinic time average increased,the average number of inpatient hospital days shortened and hospital costs reduced,and the difference was statistically significant（ P 0. 05）. Conclusion Patient satisfaction survey can improve medical staff motivation,improve the level of medical service,and improve the internal management of the hospital.