基于患者视角的浙江省3所三甲医院场所目视管理现状调查

Status of Visual Management among 3A-level Hospitals from Patients' Perspective in Zhejiang Province

目的:基于患者角度了解目视管理在浙江省三甲医院场所的实施现状,为医院提高服务质量与效率提供参考。方法:对浙江省2所综合性和1所专科性三甲医院的患者进行问卷调查。结果:567位患者对医院目视管理的总体满意度为3.73分,72.1%的就诊患者遇到过识途问题,41.1%患者仍然依赖导医指路,大部分患者认为指示牌最需要改进。结论:3所医院场所目视管理的总体成效尚可,但医院标识系统的设计、管理流程、职责分工等方面还存在不足,医院需要进一步提高场所目视管理的水平。

Objective ： To provide decision suggestions for hospitals to improve service quality and efficiency, the article investigates the current situation of visual management among 3A - level hospitals in Zhejiaug province based on the perspective of patients. Methods： Surveying the patients from two 3A - level general hospitals and one 3A - level specialized hospital by questionnaire. Results： The overall satisfaction of 567 patients for hospital visual management was 3.73. Totally 72.1% patients encountered the guidance problem and 41.1% patients mainly relied on the service of guiding staff, Patients also pointed out that signs urgently needed to be improved. Conclusion： The overall effectiveness of visual management among level 3A hospitals in Zhejiang Province is acceptable. However, there are still some problems in visual management, such as the design of sign guidance systems in hospital, management processes, and the division of responsibilities and so on. Hospitals need to further improve the level of visual management.