门诊患者就医体验测评管理系统构建与应用探索

Exploration of Construction and Application of Outpatient Patient Experience Evaluation Management System

目的构建门诊患者就医体验即时测评管理系统,探讨应用效果,以提升门诊服务质量。方法以质量功能展开(quality function deployment,QFD)理论为核心,以FMEA确定失效模式提出服务门诊患者价值链模式,以系统化创新型品管圈(quality control circles,QCC)推进门诊就医价值流程管理,比较门诊患者就医体验相关指标。结果方案运行后门诊患者满意度调查覆盖率、患者满意度测评参与率、医生准时到岗率、门诊患者满意度、门诊投诉事件发生率、门诊信访事件发生率均优于运行前,差异有统计学意义(p<0.01)。结论门诊患者就医体验即时测评系统具有可行性。

Objective To construct a real-time measurement management system for outpatient experience,explore the effectiveness of its application and improve the quality of outpatient services.Methods With the theory of quality function deployment(QFD)as the core,a value chain model for serving outpatients was proposed by identifying failure modes with FMEA,and the value process management of outpatient medical care with systematic and innovative quality control circles(QCC)was promoted.Compare the indicators related to outpatient care experience.Results The coverage rate of outpatient patient satisfaction survey,the participation rate of patient satisfaction evaluation,the on-time arrival rate of doctors,the satisfaction rate of outpatients,the incidence rate of outpatient complaint events,and the incidence rate of outpatient petition events after the system was run were better than those before,and the difference was statistically significant(p<0.01).Conclusion The real-time measurement management system for outpatient medical experience is feasible.