细节管理提升少数民族患者医疗服务满意度的实践与思考  

Practice and thoughts on detailed management enhances satisfactions on medical services for minority patients

作　　者：陈莉萍[1] 席祖洋[1] 

机构地区：[1]三峡大学第一临床医学院.宜昌市中心人民医院

出　　处：《中国医院》2013年第12期67-68,共2页Chinese Hospitals

摘　　要：目的:探讨细节管理对少数民族患者医疗服务相关满意度的影响。方法:将2012年住院的少数民族患者300例,随机分为实验组和对照组,对照组按传统管理模式,实验组采取细节管理模式。两组患者在出院时分别进行医疗质量满意度、医患沟通满意度及后勤服务满意度调查,评估效果。结果:实验组医疗质量满意度、医患沟通满意度及后勤服务满意度明显高于对照组(P<0.05)。结论:细节管理使诊疗流程更优化、医疗行为更规范、医患沟通更顺畅、医疗服务更人性,进而提升了少数民族患者对医院服务的相关满意度。Objectives： To investigate the impact of detailed management to minority patient satisfaction. Methods： 300 minority inpatients in 2012 were randomly divided into experimental and control groups. The control group took the traditional management mode and the experimental group took the detailed management mode. Two groups of patients were performed surveys at discharge about satisfactions on quality of care, physician-patient communication and logistics services. Results： The satisfactions on the quality of care, physician-patient communication and logistics services of the experimental group are all significantly higher （P 〈0.05） than the control group. Conclusion： The detailed management makes diagnosis and treatment process more optimized, medical behaviors more standardized, physician-patient communication smoother, medical services more humanized, thereby enhancing the satisfaction of minority patients for hospital related services.

关 键 词：精细化管理 少数民族 患者满意度 

分 类 号：R473.6[医药卫生—护理学]