基于患者满意度的医疗服务质量管理体系构建

Establishment of Medical Service Quality Management System Based on Patient Satisfaction

目的构建以患者满意度为核心的医疗服务质量管理体系,以促进医疗服务质量的提高。方法完善各种组织和规则制度,采取信息化质控管理方式,运用综合的、科学的质控管理手段,对医疗服务质量进行有效管理。结果构建了以患者满意度为核心的医疗服务质量管理体系框架。该框架以患者为中心,以患者满意度为核心,以相关制度、指标与数据为参考,对医疗服务过程中各环节进行实时动态质控监管。在此基础上,构建相应的质控管理体系。结论该质控管理体系,注重从患者满意度角度进行质控,全程质量和环节质量改善明显,有助于医疗服务质量的持续改进。

Objective To establish the medical service quality control and management system taking pa- tient satisfaction as the core, in order to promote the improvement of medical service quality. Methods Quality of medical service was controlled and managed effectively, with various organizations and rules were perfected, and al- so with information, integrated and scientific management methods of quality control were taken. Results The framework of medical service quality management system with patient satisfaction as the core was built. The frame- work was constructed mainly based on regards of patients and their satisfaction assisted with related systems, indica- tors and data. In the process of medical service, all aspects were real - time controlled. Based on this, the quality control and management system was established. Conclusion the system focuses on the quality control in terms of patient satisfaction, and has a significant effect on Total Quality and process quality, which would help improving the medical service quality.