患者表扬与医务人员激励机制研究

Analysis and discussion of patient compliments and patient satisfaction

目的探讨患者表扬与医务人员激励机制的关系。方法选取2019年2月至2019年3月间中国医学科学院北京协和医学院肿瘤医院33个科室的1 102位在职职工及学生,自行设计问卷,以'问卷星'微信电子问卷形式了解医务人员对待'表扬'的心态和作为绩效考核指标的看法、改进表扬方式及激励措施等。结果对1 102份调查问卷结果分析显示:收到表扬信和锦旗的频次受工作时间和技术职称两个显著因素影响。临床科室收到锦旗的频次高于非临床科室,差异有统计学意义(P <0. 05)。70. 2%受调查者推荐通过扫描微信二维码等电子方式表达表扬方式。49. 9%和48. 7%的调查者推荐奖金和带薪休假作为奖励激励措施。结论医务人员对待表扬信和锦旗持肯定态度,推荐无纸化电子表扬替代传统表达方式,可调整表扬信和锦旗作为绩效考核指标在临床科室与非临床科室间所占比重,完善激励机制,提高患者满意度,持续提升医疗服务水平。

Objective To explore the relationship between patient compliments and patient satisfaction.Methods Through self-designed questionnaires,we investigated and analyzed the medical staff’s and students at National Cancer Center/National Clinical Research Center for Cancer/Cancer Hospital,Chinese Academy of Medical Sciences and Peking Union Medical College from February 2019 to March 2019.Their attitude toward'praise',compliments ways and methods of incentive plans were investigated through'Questionnaire Star'Wechat electronic questionnaire.Results The results of 1102 questionnaires showed that the frequency of receiving praise letters and silk banners was influenced by two significant factors:working hours and technical titles.The frequency of'praise letter'and'silk banner'received by clinical departments was higher than non-clinical departments.70.2%of respondents recommended to express their praise by scanning the two-dimensional code based on Wechat.49.9%and 48.7%of the respondents recommended bonuses and paid vacations as incentives,respectively.Conclusion Medical staff holds a positive attitude towards praise letter and silk banner.Paperless electronic praise is recommended as a substitute for traditional expression.The proportion of praise letter and silk banner as performance evaluation indicators between clinical departments and non-clinical departments should be adjusted,and incentive mechanism,patient satisfaction,and the level of medical services should be improved.