患者满意度管理在改善医疗服务质量中的价值

The Value of Patient Satisfaction Management in Improving Medical Service Quality

目的 探讨基于患者满意度的管理在改善医疗服务质量和医院管理工作中的应用价值。方法 将某医院2016年5月至2017年5月接受满意度调查的2 057例住院患者作为常规组,对他们的满意度调查问卷进行回顾性分析。根据分析结果,在常规管理的基础上给予基于患者满意度的管理。将2017年6月至2018年6月接受满意度调查的2 342例住院患者作为管理组,比较两组满意度、医疗投诉和纠纷情况。结果 管理组对医疗效果、服务态度、技术水平、环境卫生、人文关怀的满意度均高于常规组;管理组患者满意率(94.36%)高于常规组(91.10%),医疗投诉率(1.50%)与纠纷发生率(0.21%)低于常规组(2.04%、0.73%)。结论 基于患者满意度的管理可有效提高医疗服务质量和患者满意度,有利于减少医疗投诉和纠纷的发生,在改善医院管理工作中有一定的应用价值。

Objective: To explore the application value of management based on patient satisfaction in improving medical service quality and hospital management. Method: A total of 2,057 inpatients who received the satisfaction survey from May,2016 to May,2017 in a hospital were taken as the routine group,and their satisfaction questionnaire was retrospectively analyzed.According to the analysis results,management based on patient satisfaction was given on the basis of routine management.A total of 2,342 inpatients who received the satisfaction survey from June,2017 to June,2018 were selected as the management group to compare the satisfaction,medical complaints and disputes between the two groups. Result: The satisfaction of the management group on medical effect,service attitude,technical level,environmental health and humanistic care was higher than that of the conventional group.The satisfaction rate(94.36%) of patients in the management group was higher than that in the conventional group(91.10%),and the rate of medical complaints(1.50%) and the incidence of disputes(0.21%) were lower than that in the conventional group(2.04% and 0.73%). Conclusion: Management based on patient satisfaction can effectively improve the quality of medical service and patient satisfaction,help reduce the occurrence of medical complaints and disputes,and improve hospital management.