患者满意度调查结果应用于医院绩效管理的探讨

Changes in the Management of Patient Satisfaction

患者满意度是衡量和评价医院绩效管理的重要指标之一。2014年该院将患者满意度作为关键绩效指标之一。患者满意度结果不仅能够反映医院的医疗服务质量、患者的认知与信任程度,还能反映医院的管理质量与水平。为促进医院绩效管理,该文从对组织战略环境的阐述、关键性收益的分析、管理变革措施、数据链条描述、理解和应用5个方面探讨提升患者满意度的措施,并在医院绩效管理中有效应用。

Patient satisfaction is an important indicator for measuring and evaluating hospital performance management.2014 hospital patient satisfaction as one of the key performance indicators.Patient satisfaction results not only reflect the quality of medical services,and the degree of trust in the patient＇s perception of the hospital,but also reflect the quality and level of the hospital management.To promote hospital performance management,this paper describes the organization＇s strategic environment,analysis of key revenue,management of change measures,data describing the chain to discuss measures to enhance patient satisfaction,understanding and application of the five areas,and effective performance management in hospital applications.