基于根本原因分析法的某三甲医院患者满意度调查分析

Survey of RCA-based patient satisfaction in a general hospital

目的探讨根本原因分析(Root cause analysis,RCA)方法在医院患者满意度管理中的作用。方法应用RCA方法对广东省某三甲医院2019年第三方门诊和住院患者满意度调查中满意度较低的问题进行分析,查找重要原因,制定针对性的改进对策。结果通过RCA方法找到导致医院卫生间清洁、空间布局及路标指示、挂号体验、出入院信息及手续等患者满意度低的重要原因,提出了有效的改进对策。结论RCA是帮助管理者提高患者满意度管理水平的有效方法,能够在医院服务质量持续改进中发挥积极作用。

Objective To explore the function of root cause analysis(RCA) in patient satisfaction management.Methods RCA was applied to analyze the problems of low satisfaction in the third party outpatient and inpatient satisfaction survey of a general hospital in Guangdong Province in 2019, and to find out the important reasons and develop targeted improvement countermeasures.Results The important reasons leading to low patient satisfaction, such as toilet cleaning, space layout and guide sign, registration experience, information and procedures of admission and discharge, were found by RCA, and effective improvement measures were put forward.Conclusion RCA is an effective method to help administrators improve patient satisfaction management, which can play a positive role in the continuous improvement of hospital services.