基于卓越绩效模式的患者服务改进与满意度测评

Patient Service Improvement and Satisfaction Assessment based on Performance Excellence Mode

目的探讨基于卓越绩效模式持续改善患者就医体验,研究医疗服务与患者期望之间的差距,落实服务改善行动。方法通过卓越绩效模式建立顾客关系,落实满意度测量分析,评价医院服务质量改善成效。结果医院通过持续改善患者就医体验,驱动服务质量改进,近三年国家三级公立医院绩效考核满意度持续提升。结论基于卓越绩效模式建立系统方法,开展常态化、多渠道满意度测评,有助于医院管理、服务问题持续改进,改善患者就医体验,具有较好的推广价值。

Objective To explore the continuous improvement of patients’medical experience based on the performance excellence model,and study the gap between medical service and patients’expectations so as to implement service improvement measures.Methods Customer relationship was established through performance excellence model,and satisfaction was measured and analyzed to evaluate the improvement effect of hospital service quality.Results Through continuous improvement of patients’medical experience,the hospital drove continuous improvement of service quality,and the satisfaction of national tertiary public hospitals performance appraisal continued to improve in the past three years.Conclusion The establishment of a systematic method based on the performance excellence model and the implementation of regular and multi-channel satisfaction assessment are conductive to the continuous improvement of patients’medical experience and hospital management,which is of promotion value.