PDCA管理在预出院患者回访中的应用

Application and Consideration of PDCA Management in Return Visits to Pre-discharged Patients

目的探讨PDCA管理循环在预出院患者回访中的应用效果。方法根据第三方满意度调查结果分析现状,找出影响满意度的可能原因,运用PDCA管理循环(制定计划Plan、执行Do、检查Check、处理Action)的方法,纠正医院服务管理工作中存在的问题和不足。结果实施PDCA管理循环法9个月后,第三方满意度调查结果明显提高,平均值差异有统计学意义(P<0.01),医生技术、护士服务及技术、B超/心电图(P<0.05),其余8项指标差异无统计学意义(P>0.05)。结论 PDCA管理循环运用于预出院患者回访中,能显著提高患者满意度,提高医院整体服务质量,实现医院可持续发展,值得推广。

Objective：To discuss PDCA application effect in return visits to pre-discharged patients. Method：The authors analyzed the current situation on the basis of the investigation result of the third party＇s satisfactory degree ,tried to find out the possi- ble causes affecting satisfactory degree and correct the problems and deficiencies existing in hospital service and management with PDCA. Result：After 9-month PDCA practice, the satisfactory degree of the third party increases remarkably, the average value differ- ence bears statistical meaning （P 〈 0.01 ）, doctor＇s technical skills, nurse＇s service and technical skills, B ultrasonic image/electrocardiogram （ P 〈 0. 05 ）, while the other 8 index differences bear no statistical meaning. Conclusion ： PDCA application in return visits to pre-discharged patients,which is worthy of popularization,can improve patient＇s satisfactory degree significantly and make the realization of sustainable development in hospitals.