医院“一站式”维修平台的实施效果评价

The evaluation on the implementation effect of the hospital "One-stop" hospital logistic service system

目的:评价医院"一站式"维修平台的实施效果,提升医院后勤工作效率和服务满意度。方法:使用SPSS19.0统计分析软件对医院"一站式"维修平台后勤维修服务实施前后的维修工作量、维修效率、派工时长、维修时长以及维修满意度相关维修指标进行比较分析。结果:"一站式"维修平台实施后:维修人员减少3人,日均工作量较实施前增加了5.1次,日均工作效率增加了0.8次,维修派工时长和维修时长低于实施前(Z=-24.628,Z=-19.747;P<0.001);维修质量和维修服务满意度评分较实施前提高(Z=-37.516,Z=-59.970;P<0.001);除病床类维修外其他维修类别的派工时长较实施前有所减少,维修类别的维修时长缩短、质量满意度及服务满意度有所提高。结论:"一站式"维修平台有助于提高维修效率和服务响应率,推动医院精细化管理,提高服务满意度和后勤管理信息化,可将"一站式"维修平台推广至医院全后勤服务体系。

Objective： To evaluate the implementation effect of the ＂one-stop hospital logistic service system ＂ and improve satisfaction degree and efficiency of hospital logistic service. Methods： Used historical control to compare and analyze the maintenance load, efficiency, time of arranging and maintaining, and the satisfaction degree for rear services before and after ＂one-stop service＂ was implemented. And all of data were analyzed by SPSS statistical analysis software. Results： After ＂one-stop service＂ was implemented, three number of maintenance workers were reduced, while the daily workload and daily work efficiency has increased, and the average daily workload increased 5.1 times, and the average daily work efficiency increased 0.8 times. At the same time, time of arranging and maintaining were significantly shortened（Z=-24.628, P〈0.001, Z=-19.747, P〈0.001）, and the quality of maintaining and satisfaction were higher than that before it was implemented（Z=-37.516, P〈0.001; Z=-59.970, P〈0.001）. And the time of arranging also were shortened in other kinds of repair except clinical repair. The time of maintaining has been shorten in all of repairs, and the satisfaction for quality and rear service has been increased than that before it was implemented. Conclusion： The ＂one-stop＂ service contributes to increase the work efficiency and service response rate, promote fine management of hospital, improve the service satisfaction and provide support for the informationization of rear services management; and it is worthy to be popularized in whole rear services system of hospital.