持续质量改进理论和PDCA方法在提高患者满意度中的应用

Application of continuous quality improvement theory and PDCA in im-provement of the degree of patient satisfaction

目的：引入持续质量改进理论和PDCA方法作为提高患者满意度的理论和方法，旨在为医疗管理者和医务人员提供理论和方法上的借鉴。方法选择西部某省会城市一大型三甲医院，在2012年1月～2013年12月，对该医院如何提高患者满意度进行持续调查研究。通过成立组织、确定问题、分析原因、确定预期目标、制订实施方案、实施、检查、处理等8个过程，运用问卷调查等研究方法，找出影响患者满意度的问题，分析问题并实行全方位的管理加以解决。结果经过5轮的持续改进，研究对象服务质量和工作效率得到了明显改进，患者满意度得到了显著提高，其中，门诊患者的满意度由原来的40.8%上升为84.6%；住院患者的满意度也从原来的38.0%提高为91.2%。结论本研究结合持续质量改进理论和PDCA方法，为如何提高患者满意度提供了具体方法和步骤，对于开展改善服务质量、构建和谐的医患关系、提高患者满意度有着重要的意义。

Objective To provide theoretical and methodological reference for the purpose of medical management and medical staff by continuous quality improvement theory and PDCA are applied in improvement of the degree of patient satisfaction. Methods A tertiary hospital in the capital city of western province was taken as an example, and how to improve outpatients’satisfaction was investigated continuously from January 2012 to December 2013. There were eight processes included establishing organizations, identifying problems, analyzing causes, determining the expected target, formulating the implementation plan, organizing the implementation, inspecting and treating, in which questionnalre survey were used as the maln study method to find out the influence of patient satisfaction, analysis and solve problems with a full range of management. Results After 5 rounds of continuous improving, the results showed that the service quality and work efficiency had been improved significantly, and the patients＇ satisfaction had been improved signifi-cantly too, in which, the outpatients＇ satisfaction increased from 40.8% to 84.6%; the inpatients＇ satisfaction also increased from 38.0%to 91.2%. Conclusion This research combines CQI with PDCA, which provides the concrete method and steps to improve the satisfaction of patients. It is important to improve the quality of service, construct the harmonious relationship between doctors and patients and improve the patients’satisfaction.