运用项目管理方法提升门急诊收费窗口满意度

Effectiveness of the Project Management Group in Outpatient Registration & Cashier for improvement of Satisfaction Level

目的探讨运用项目管理的方法改善门急诊收费窗口患者满意度的成效。方法从2013年10月起,医院财务科、客服中心和门诊部三方运用项目管理的方法实施门急诊收费窗口服务改善计划,比较项目实施前后由医院委托的第三方调查机构所得满意度调查结果中患者对门急诊收费窗口总体满意度、二级指标满意度和抱怨率。结果总体满意度以及患者对挂号收费人员服务态度、排队秩序和等候时间满意度均提高,抱怨率下降,达到项目管理既定的预期目标。结论项目管理用于提升门急诊收费窗口满意度,可优化组织结构,提高管理和医疗服务水平,结果可靠。

Objective To explore the effectiveness of project management in improving outpatients＇ satisfaction at the registration ＆ cashier. Methods Since October 2013, project management had been implemented by the billing depart- ment, calling center and outpatient department to improve the service at registration ＆ cashier. The questionnaires including satisfaction comfort was conducted by the third party entrusted by the hospital, comparing the general satisfaction, secondary indicators and complaint rate before and after the implementation. Results The general satisfaction from patients, and satis- faction on service attitude, line order, waiting time were improved and the complaint rate decreased, reaching the expected target of the project management. Conclusion The optimization of organizational structure and implementation of project management is an effective way to improve the management quality, patients＇ satisfaction at registration ＆ cashier and medical service quality.