优质服务管理应用于综合性医院健康体检中心的效果分析

Analysis of the Effectiveness of Quality Service Management Applied to Health Check-up Centers in General Hospitals

目的针对综合性医院健康体检中心使用优质服务管理的具体方法展开分析,并研究其实施效果。方法选取2020年6月—2021年12月青岛市胶州中心医院体检中心的42名医务人员为研究对象,按照不同管理方法分为对照组(21名)和观察组(21名),对照组采取常规服务管理,观察组采取优质服务管理,两组各选取58名受检者实施满意度调查分析,对比两组管理效果评分、管理质量评分、管理价值评分、体检总满意度、不良事件发生率。结果观察组优化体检流程、美化体检环境、细化服务管理、提升业务素质评分均高于对照组,差异有统计学意义(P<0.05)。观察组服务礼仪、交流沟通、健康宣教、主动服务评分均高于对照组,差异有统计学意义(P<0.05)。观察组可行性、可评价性、科学性、有效性评分均高于对照组,差异有统计学意义(P<0.05)。观察组体检总满意度高于对照组,差异有统计学意义(P<0.05)。观察组不良事件发生率低于对照组,差异有统计学意义(P<0.05)。结论优质服务管理可以显著提升综合性医院健康体检中心管理质量,受检者体检满意度更高,整体应用效果突出。

Objective To analyze the specific methods of using quality service management in health check-up centers of general hospitals and to study the effect of its implementation.Methods 42 medical personnel from the physical examination center of Jiaozhou Central Hospital in Qingdao from June 2020 to December 2021 were selected as the research subjects.They were divided into a control group(21 cases)and an observation group(21 cases)according to different management methods.The control group adopted routine service management,while the observation group adopted high-quality service management.58 patients from each group were selected for satisfaction survey analysis.Compared the management effectiveness score,management quality score,management value score,overall satisfaction with physical examination,and incidence of adverse events between two groups.Results The observation group scored higher than the control group in optimizing the physical examination process,beautifying the physical examination environment,refining service management,and improving professional quality,and the difference was statistically significant(P<0.05).The observation group scored higher in terms of service etiquette,communication,health education,and proactive service than the control group,and the difference was statistically significant(P<0.05).The feasibility,evaluability,scientificity,and effectiveness scores of the observation group were higher than those of the control group,and the difference was statistically significant(P<0.05).The overall satisfaction with physical examination in the observation group was higher than that in the control group,and the difference was statistically significant(P<0.05).The incidence of adverse events in the observation group was lower than that in the control group,and the difference was statistically significant(P<0.05).Conclusion High quality service management can significantly improve the management quality of health examination centers in comprehensive hospitals,resulting in higher satisfaction of patients with physical examinations and outstanding overall application effects.