十堰市某医院“后医疗管理”对提升医院服务质量和患者满意度的意义  

Significance of post-medical management for improving the service quality of hospitals and satisfaction of patients in a hospital of Shiyan City

作　　者：杨静[1] 夏琳[1] 

机构地区：[1]湖北医药学院附属人民医院,湖北省十堰市442000

出　　处：《职业与健康》2013年第3期375-376,共2页Occupation and Health

摘　　要：目的探讨十堰市某医院后医疗管理的建立与实施对提升医院服务质量、提高患者满意度的价值及意义。方法在院内建立"后医疗管理中心"后,采用电话、短信方式对全院各临床科室的出院患者在住院期间或出院后1周内进行回访,对每位接受回访患者的满意情况、意见及建议进行如实记录并于月底进行汇总统计;对患者住院或出院后的投诉或建议以交流涵形式送达被投诉科室并责令其进行如实调查、核实并以书面形式反馈给后医疗管理中心。由后医疗管理中心相关人员就处理或整改结果反馈给患者。对上述流程按年度进行统计分析。结果建立后医疗管理中心后,2年内共回访收集患者有不满或建议的803人次,其中2010年度实回访41 248人次,回访率为95.23%;回访获得516人次提出不满信息,总满意度为98.75%。2011年度实回访44 562人次,回访率为96.79%;回访获得287人次提出不满或建议,总满意度为99.36%。2011年与2010年相比,患者各项不满事件人次数均有下降,获得回访率也明显提高(P<0.01),患者满意度也获得提升(P<0.01)。结论该医院建立后医疗管理中心,进行定期回访,可随时了解患者的不满事件,通过实时处理并对不满事件改进可有效提升医院服务质量,提高患者满意度。[ Objective]To discuss the value and significance of the establishment and implementation of post-medical management for improving the service quality of hospitals and enhancing the satisfaction of patients in a hospital of Shiyan City. [ Methods] After establishing the post-medical management center, investigators conducted a series of follow-up surveys among discharged patients during hospitalization or 1 week after discharge by telephone and text message, in order to collect and analyze the satisfaction degree, advice and suggestions of patients at the end of a month. The investigators circularized the complaints and suggestions from discharged patients to the departments which had been complained, and then those departments submitted a formal written report to the post-medical management center after investigating and verifying the problems. Finally, the post-medical management center sent the processing results to patients. This procedure was analyzed annually. [ Results ] After establishment of the post-medical management center, there were 803 pieces of feedbacks in two years. A total of 41 248 patients received back-visiting with the rate of back-visiting of 95.23% in 2010, 515 patients have put forward the complaints, and the satisfaction rate was 98.75%. 44 562 patients received back-visiting with the rate of back-visiting of 96.79% in 2011,287 have put forward the complaints, and the satisfaction rate was 99.36%. The number of complaints from patients in 2011 reduced as compared with that in 2010, the rate of back-visiting increased significantly （ P 〈 0. 01 ）, and the satisfaction rate of patients improved significantly （ P 〈 0. 01 ）. [ Conclusion] The post-medical management center can understand the dissatisfaction events of patients by regular back-visit. The real-time processing and improvement may effectively promote the medical service quality, and improve the patient＇ satisfaction.

关 键 词：后医疗管理 满意度 电话回访 反馈渠道 医疗纠纷 

分 类 号：R197[医药卫生—卫生事业管理]