持续服务质量改进模式在儿童医院中的应用  

Application of continuous service quality improvement measures on patient’ s satisfaction and quality of life in children hospital

作　　者：刘芳[1] 倪连芳[2] 班文 

机构地区：[1]广东省深圳市儿童医院口腔正畸科,518038 [2]广东省深圳市儿童医院特诊科,518038 [3]广东省深圳市儿童医院党办,518038

出　　处：《中华现代护理杂志》2014年第33期4235-4238,共4页Chinese Journal of Modern Nursing

摘　　要：目的：探讨持续服务质量改进模式提升儿童医院就诊患者满意度及生活质量的效果。方法将持续质量改进理论应用于儿童医院服务质量管理，选择2012年7月—2014年7月在某三甲医院患者，调查持续质量改进模式实施前、实施1年后、实施2年后的患者满意度及生活质量，分析持续服务质量改进模式的实施效果。结果持续服务改进模式实施1，2年后，患者对医护人员的诊疗技术的满意度评分为（3．92±0．28），（4．12±0．24）分，均高于实施前（3．61±0．34）分，差异有统计学意义（F＝6.363，P＜0．05）；患者满意度情况除诊疗费用满意度外，患者满意度其他各维度得分均高于实施前，差异有统计学意义（P＜0．05）。结论实施持续服务质量改进模式，能发现医疗服务中存在的问题，不断采取改进措施，有效提升儿童医院服务水平，提高患者的满意度和生活质量。Objective To investigate the effect of continuous service quality improvement on patient’ s satisfaction and quality of life in children’ s hospital.Methods New management measures of service quality, which based on continuous quality improvement theory,were carried out to improve the service in one first-class children’s hospital from July 2012 to July 2014.Patients’ satisfaction and quality of life were surveyed before and one year, two years after the implementation of the continuous service quality improvement measures and analyzed its effects.Results One year and two years after the implementation of the continuous service quality improvement measures, the satisfaction score of patients for the treatment of medical staff were（3.92 ±0.28）, （4.12 ±0.24） respectively, were higher than before （3.61 ±0.34） scores, the difference was statistically significant（F=6.363,P〈0.05）.The patient’s satisfaction and quality of life were significantly increased after the implementation of the continuous quality improvement compared with before （ P 〈0.05 ） except the consumption of treatment.Conclusions Continuous service quality improvement can improve the service quality in children’s hospital, and increases patients’ satisfaction and quality of life.

关 键 词：持续服务质量改进 生活质量 患者满意度 儿童医院 

分 类 号：R197.5[医药卫生—卫生事业管理]