强化满意度测评后管理在提高门诊患者满意度中的应用

Application of Strengthening Post-satisfaction Management in Improving Outpatient Satisfaction

目的通过强化门诊满意度测评后的管理,发现问题反馈科室及时改进,从而改善患者就医体验,提高门诊患者满意度。方法通过微信平台每月进行大样本、多层次、多维度满意度监测,以大数据客观分析为基础,列出各科存在问题整改清单,督导科室一周内做针对性整改并上报短期整改成效,安排专人跟踪评价远期效果并与绩效考核挂钩。从满意度成绩、问题整改及时性、专人跟进整改质量3个维度与科主任目标考核挂勾,持续改进满意度测评后的管理。结果门诊患者满意度从改善前84.7%上升到改善后的90.3%,差异有统计学意义(χ~2=117.39,P<0.01)。结论将常态化满意度监测与抓整改时效性、追踪远期整改质量相结合,形成一套长效管理机制,使工作流程标准化、制度化,既提高了患者满意度,改善患者就医体验,也完善医院质控体系,更提升了组织管理水平。

Objective To strengthen the management of outpatient satisfaction evaluation and find out that the problem feedback department has improved in time, so as to improve the patient’s medical experience and increase the outpatient satisfaction. Methods A monthly sample, multi-level, and multi-dimensional satisfaction monitoring was conducted through the WeChat platform. Based on the objective analysis of big data, a list of rectifications for problems in each subject was listed, and the department was supervised to make targeted rectifications within one week and report short-term rectification results. Arrange a special person to track and evaluate the long-term effect and link it with performance evaluation. From the three dimensions of satisfaction scores, timeliness of problem rectification, and follow-up rectification quality by special personnel, it is linked to the target assessment of the director, and the management after satisfaction evaluation was continuously improved. Results The satisfaction of outpatients increased from 84.7% before improvement to 90.3% after improvement, and the difference was statistically significant (χ2=117.39, P<0.01). Conclusion Combining normalized satisfaction monitoring with the timeliness of rectification and tracking the quality of long-term rectification, forming a set of long-term management mechanisms, standardizing and institutionalizing the work process, not only improves patient satisfaction, improves the medical experience of patients, but also improves the hospital quality control system, and further improves the level of organizational management.