太阳花品管圈对提高儿童医院门诊满意度的评价

The Evaluation of the “Sunflower” Quality Control Circle in Enhancing the Outpatients' Parents' Satisfaction in Children's Hospital

目的应用太阳花品管圈对提高儿童医院门诊满意度的评价。方法分析儿童医院门诊患者家长的满意度,组建"太阳花"品管圈,选定提高儿童医院门诊患者家长满意度为品管圈活动主题,按品管圈手法制定改进计划并组织实施,实施前、实施中、实施后,比较品管圈活动前后家长满意度等有形成果及无形成果。结果 "太阳花"品管圈实施后,门诊患者家长对门诊环境、等候时间、穿刺技术、总体满意率均明显高于实施前;团队凝聚、责任心、工作积极性、团队合作性、解决问题能力、品管手法、和谐度、总分等无形成果评分明显高于实施前。结论基于提高儿童医院门诊患者家长满意度为主题的品管圈活动有助于医院团队建设,改善辨认就医环境,缩短等待时间,提高家长满意度。

Objective To evaluate the effects of the ＇ sunflower＇ quality control circle （QCC） in enhancing the outpatients＇ satisfaction in Children＇s Hospital. Methods The influencing factors of dissatisfaction for the outpatients＇ parents were analyzed. The ＇ sunflowers＇ were built with the subject of ＇ Improvement of Satisfaction of Outpatients Parents in Children Hospital＇. Based on the steps of QCC, improvement plan was made and implement during before, mid and post-implementation. Visible achievements and invisible achievements were evaluated after the implementation of QCC. Results After the ＇ sunflower＇ QCC implemented, dissatisfaction rates of outpatient service, stand-by time, puncture technique and total were significant lower than before. Invisible achievements scores of team cohesion, sense of responsibility, enthusiasm for work, teamwork, problem solving skills, quality management, harmony and total were significant higher than before. Conclusions The quality control circle activities based On the theme of improving the outpatients parents＇ satisfaction in children＇s hospital was helpful for the construction of hospital team, improvement of the identification of the medical environment, shortening the waiting time and improvin~ the parents＇ satisfaction.