PDCA循环在提高病人满意度中的应用  

Application of PDCA Circulation in Raising Patients Satisfactory Degree

作　　者：张淑敏[1] 贾宇静[2] 孙敏[1] 

机构地区：[1]中国人民解放军第三O六医院,北京100101 [2]广州第一军医大学珠江医院

出　　处：《现代护理》2005年第2期92-93,共2页Modern Nursing

摘　　要：　目的　应用PDCA循环提高住院病人的满意度。方法　应用PDCA(计划、实施、检查、总 结)管理循环模式循环对病人满意度下降的原因进行分析并制定措施,实施前后行问卷调查。结果　病 人满意度(>85分)由原来的41%提高到96%,较满意(75～85分)由原来的30%下降到3%,基本满意 (60～74分)由原来的27%下降到1%。不满意(<60分)由原来的2%下降0%,效果明显,提高了病人 满意度。结论针对不同层次病人的需求,合理地应用PDCA循环理论可提高护理服务的病人的满 意度。Objective To raising the satisfactory degree by applying PDCA circulation. Methods With PDCA circulation, including planning, doing, checking and administration, we analyzed the causes of patients satisfactory degree decline, then make improving measures. Questionnaire investigation was made before and after carrying out the measures. Results The satisfactory degree of patients raised from 41% to 96%, there were no dissatisfactory patients. Conclusions According to the needs of different patients, applying PDCA circulation rationally can raise the patients satisfactory degree to nursing service.

关 键 词：PDCA循环 病人满意度 护理服务 

分 类 号：R197.3[医药卫生—卫生事业管理]