西宁市6家医疗机构病案服务满意度调查

A survey on the Satisfaction Degree of Medical Record Service in Six Medical Institutions in Xining

目的 通过对西宁市6家公立医院病案服务进行调查分析,了解患者对病案服务满意度状况,为改进病案服务提供依据。方法 采用分层随机抽样的方法抽取西宁市行政区域内二级及以上6家公立医院,包括2家省级医院,2家市级医院和2家县级医院,于2020年6月1日-2020年9月30期间办理病历复印的患者及家属随机进行问卷调查。结果 西宁市6家医疗机构病案服务总体满意度为93.2%,病案服务满意度从高到低依次是病案复印质量(4.71±0.50)分、工作人员服务态度(4.70±0.52)分、病案复印速度(4.67±0.55)分、病案复印流程(4.66±0.55)分、病案复印收费(4.57±0.69)分,不同医疗机构病案服务满意度存在差异(P<0.05),当以性别、医保类型、疾病的严重程度进行分组时,组间的总体满意度比较差异有统计学意义(P<0.05)。结论 医院应该加强病案质量和归档的管理、充分发挥医院病案委员会管理职能、建立奖罚分明的考核机制、加大宣传力度将病案流程纳入常规院级培训、应用现代化手段开展多种形式的病案服务,不断提升患者的满意度。

Objective The medical record service of 6 public hospitals in Xining city was investigated and analyzed,To understand patients’ satisfaction with medical record service and provide basis for improving medical record service.Methods Questionnaire survey was conducted on patients and their families who copied medical records from 2020.6.1to 2020.9.30 in 6 public hospitals in Xining City.Results The patients’ overall satisfaction with medical record service was 93.2%,From high to low,the satisfaction of medical record service is the copy quality of medical record(4.71±0.50),service attitude of staff(4.70±0.52),copy speed of medical record(4.67±0.55),copy process of medical record(4.66±0.55),copy charge of medical record(4.57±0.69).There were differences in satisfaction with medical record service among different medical institutions(P<0.05).When grouping by medical institutions,gender,type of medical insurance and severity of disease.There was statistically significant difference in overall satisfaction among groups(P<0.05).Conclusion The hospital should strengthen the management of the quality and filing of medical records,give full play to the management function of the hospital medical record committee,establish an assessment mechanism with clear rewards and punishments,and strengthen publicity to bring the medical record process into routine hospital-level training.The use of modern means to carry out various forms of medical record services,and constantly improve the satisfaction of patients.