质量管理工具在患者满意度调查结果分析中的运用

Application of quality management tools for the results analysis of patient satisfaction survey

目的探讨质量管理工具在患者满意度结果分析中的应用效果。方法运用柏拉图对2013年1-3季度患者满意度调查结果进行分析,找出优先解决的关键问题,整改后第四季度再予效果评价;运用推移图对全年满意度调查结果进行总体分析,找出薄弱时间点。结果经过整改,第四季度患者满意度调查不满意条目频次由前三个季度平均340频次降至45频次;第四季度满意度为全年最高;从推移图可看出全年变化趋势。结论柏拉图能迅速识别需首要解决的问题,推移图可对事件发展进行全局把握。质量管理工具能帮助护理质量管理工作把握现状、抓住重点,值得在护理质量管理中广泛应用。

Objective To study the effect of applying the quality management tools to the analysis of patients ’ satisfaction survey .Method The result of patients’’ satisfaction survey from the first to the third quarter of 2013 was analyzed to find out the prioritized important problems ,then reassess the effect in the fourth quarter after recti‐fication by applying Plato .Based on patients’ satisfaction survey throughout the year with the transition diagram to find out the weak point in time .Result After rectification ,the results of patients’ satisfaction survey showed that the dissatisfied items in the fourth quarter decreased from 340 in the first three quarter of 2013 to 45 in the fourth quar‐ter of 2014 ,it also showed that the patients’ satisfaction was the highest all through the year .We can find the chan‐ging trends allover the year .Conclusion Plato can help us to identify the prioritized problem quickly .Transition chart can help us to manage the event evolution .Quality management tools are beneficial for nursing management to knew the present ,identity the key problem ,and are worth of spreading .