医院行政后勤交叉检查在提升医院职工满意度中的作用  

Roles of Cross Examination of Administration and Logistic Departments to Improve Hospital Staff Satisfaction

作　　者：余广彪 黄金娟[1] 彭望清[1] YU Guang-biao;HUANG Jin-juan;PENG Wang-qing(Sun Yat-sen University Cancer Center,Guangzhou 510060,China)

机构地区：[1]中山大学肿瘤防治中心

出　　处：《中国肿瘤》2018年第12期908-914,共7页China Cancer

摘　　要：[目的]通过对医院行政后勤部门季度交叉检查评议,了解并解决医院临床医技科室工作中的需求和问题,提高医院整体运营效率与职工满意度。[方法]成立交叉检查工作小组并于每季度末召开季度检查评议会;收集来自医院领导、临床业务科室、交叉检查工作小组三个维度对行政后勤部门的考核意见,归类整理后发各部门整改并对外反馈整改结果,根据满意度评价指标计算各部门的评议得分。[结果]2013~2017年共收集各类改进意见和建议159条,整体工作效率(问题解决率)呈逐年上升趋势,年均提升2.25%;各部门满意度平均得分从2013年的102.86分上升至2017年的105.04分,呈逐年上升趋势,年均提升约0.53%。问题解决率与满意度得分呈正相关关系。[结论]季度交叉检查有效促进了行政后勤工作模式的转变与效率的提高,并一定程度上使全体职工对医院整体满意度得到不断提升。[Purpose ]To assess the effect of cross examination of hospital administration and logistic department on the satisfaction of hospital employees.[Methods]A cross examination working group was set up in the hospital and a quarterly review conference was held at the end of each quarter.The working group office collected assessment and evaluation forms from the hospital leaders,clinical departments,and cross examination groups for each administration and logistic departments.Opinions were classified and sent to all departments for rectification ,and then the results would be publicly reported back ,the score of each department would be calculated according to the satisfaction evaluation index.[Results]Between 2013and 2017,the administration and logistic departments collected 159 items of opinion,and the overall work efficiency(problem resolution rate)showed an upward trend year by year,with an average annual increase of 2.25%,the average satisfaction score of departments rose from 102.86 in 2013 to 105.04 in 2017,also showed an upward trend year by year,with an average annual growth of 0.53%;the two were positively correlated. [Conclusion]The quarterly cross examination can effectively promote the transformation of the work mode and improve efficiency of the administration and logistic departments to a certain extent;and the overall satisfaction of all employees to the hospital is continuously improved.

关 键 词：行政后勤 交叉检查 满意度 

分 类 号：R197[医药卫生—卫生事业管理]