门诊服务中心在提高患者满意度中的作用

Effect of outpatient service center in improving the satisfaction degree of patients

目的 探讨门诊服务中心在提高门急诊患者满意度中的应用效果.方法 选取深圳市第三人民医院综合门诊部为对象,采用前后对照的方法比较门诊服务中心运行前后（2012年5～11月与2013年5～11月）,门急诊患者满意度、患者有效投诉处理时间及医务人员工作满意度的差异.结果 门诊服务中心运行后患者满意度由84.8％上升至91.1％,患者有效投诉处理时间由（63.07±28.19）min降至（30.85±19.35）min,医务人员的工作满意度由80.5％上升至91.5％,差异均有高度统计学意义（P＜0.01）.结论 门诊服务中心的设立是符合以人为本的原则,对提高门诊患者的满意度是有效的,值得推广.

Objective To study the effect of outpatient service center in improving the satisfaction degree of patients.Methods Outpatient Service Center of Shenzhen Third People＇s Hospital was selected as object.The patients＇ satisfaction degree,handling time of effective patients＇ complaint and medical staffs＇ satisfaction for job were compared between before （from May to November 2012） and after （from May to November 2013） the outpatient service center implementation.Results Patients＇ satisfaction degree raised from 84.8％ to 91.1％,handling time of effective patients＇ complaint shortened from （63.07±28.19） min to （30.85±19.35） min and medical staffs＇ satisfaction for job degree was improved from 80.5％ to 91.5％,the differences were statistically significant （P ＜ 0.01）.Conclusion Outpatient service center conforms the patient-oriented medical care and effectively improves the patients＇ satisfaction degree,and it is worth to be promoted.