第三方住院患者体验与满意度监测督导医院管理的调查研究

Investigation on third-party inpatients' experience and satisfaction monitoring for improving hospital management

目的:建立第三方住院患者与满意度监测体系,以更真实、更科学地评价医院的服务质量,督导医院管理促改进。方法:采用原卫生部中国医院《住院患者体验和满意监测量表》即CHPESM量表,定期对量表评价标准内容的重要度进行调查,以了解住院患者对医院服务期望值,并通过第三方以现场和邮寄相结合方式对2012年-2015年住院患者在办理出院现场发放调查问卷,进行统计分析。结果:医院总体评价处于中度满意水平,住院患者体验与满意度监测和重要度匹配程度不够,医院需按优先改进级别制定整改计划。结论:构建基于住院患者就医过程的体验;建立第三方住院患者与满意度监测体系;实施以患者需求为导向的服务理念,制定优先改进计划;重视第三方调查-结果-反馈-问题整改机制,督导医院管理促改进,实现患者满意。

Objectives： Establishing a third party inpatient experience and satisfaction supervising system studying to better assess hospital quality and improve hospital management. Methods： Introducing the CHPESM scale released by Ministry of Public Health of China, Investigating the importance of the scale on estimating standard content, to know the inpatients＇ expectation on hospital services, at the same time, to analyze statistically on the surveys given out to the inpatients leaving the hospital from 2012 to 2015, with both giving out the surveys at the scene or posting them. Results： The total satisfaction rate is in the median. The supervision of inpatients＇ experience and satisfaction doesn＇t match the importance of the scale. It is considered to promote inpatient experience according to the grading of advantages. Conclusions： Constructing the experience based on the medical processes of inpatients, establishing the monitoring system of third-party inpatients＇ satisfaction, implementing the service philosophy based on the inpatients＇ requirements, enacting the plans with priority of improving the services, highlighting on third party＇s investigation, feedback and promotion mechanism can improve hospital management and promote inpatient＇s satisfaction.