“三层五级”满意度调查反馈模式的探索

An exploration of the feedback model of“three-tie five-level”satisfaction survey based on“333”innovation mechanism

目的探索构建“三层五级”满意度调查反馈模式,为医院精细化管理提供依据。方法从患者-管理者-员工3维视角创新构建“三层五级”满意度调查反馈模式,实现“院-科-组”3级数据监控管理,跨部门数据资源交互共享,形成数据-质控-绩效3融合。结果2019年国考门诊患者满意度较2018年提升5.96分;住院患者满意度较2018年提升2.37分;员工满意度较2018年提升4.51分。2020年获中国研究型医院学会中国患者体验管理奖。结论“三层五级”满意度调查反馈模式以问题为导向,以医患满意为落脚点,以数据驱动全面提升医院服务品质。

Objective To explore the construction of“three-tie five-level”satisfaction survey feedback model to provide the basis for the fine management of the hospital.Methods The hospital constructs the“three-tie five-level”satisfaction survey feedback model from the three-dimensional perspective of patients,managers and employees,realizes three-level data monitoring management of hospital,department and group,and forms the integration of data,quality control and performance through cross-sectoral sharing of data resources.Results The satisfaction rate of outpatients in 2019 was 5.96 points higher than that in 2018;inpatient satisfaction was 2.37 points higher than 2018;employee satisfaction increased by 4.51 points compared with 2018.In 2020,the hospital won the Chinese Patient Experience Management Award awarded by the Chinese Research Hospital Society.Conclusion The feedback model of“three-tie five-level”satisfaction survey,which is problem-oriented and based on the satisfaction of medical staff and patients,improves hospital service quality through data.