层级管理体制对医院患者满意度的影响观察

Observation on Effect of Level Management System on the Satisfactory Degree of Patients in the Hospital

目的探讨层级管理体制对医院患者满意度的影响。方法总结与分析2014年—2015年某三级综合医院住院患者共计3 840例满意度数据。结果医院改善层级管理方法之后,普通住院患者对医患沟通评价、诊疗技术评价、服务质量评价较高,满意度得分分别为(96.69±3.25)分、(96.90±2.67)分、(96.97±4.55)分。改善层级管理后,医院住院患者满意度明显提高(97.03%VS85.10%),差异具有统计学意义(P<0.05);尤其在其他医务人员服务态度(t=8.014,P<0.05)、工勤人员服务态度(t=7.821,P<0.05)和环境设施(t=6.210,P<0.05)三个方面有明显改善。结论改善层级管理对提高医院管理质量及患者满意度具有积极的意义。

Objective To study the effect of level management system on the satisfactory degree of patients in the hospital. Methods The satisfactory degree data of 3840 cases of inpatients in some three-level general hospital from 2014 to 2015 were summarized and analyzed. Results After the hospital improved the level management methods, the evaluation of com- mon inpatients to doctor-patient communication, diagnosis and treatment and service quality was high, and the satisfactory degrees were respectively （96.69±3.25） marks, （96.90±2.67） marks, （96.97±4.55） marks, and after the improvement of level management, the satisfactory degree of inpatients in the hospital was obviously improved, （97.03%VS 85.10%）, and the dif- ference had statistical significance, P〈0.05, especially the service attitude of other medical staff, （t= 8.014, P〈0.05）, service attitude of handymen, （t=7.821, P〈0.05） and facilities（t= 6.210, P〈0.05） were obviously improved. Conclusion The improve- ment of level management is of positive significance to improve the management quality of the hospital and the satisfactory degree of patients.