品管圈活动提高医保患者满意度的效果分析  

Effect of Quality Control Circle on Improving Patient Satisfaction among Insured Patients

作　　者：安小芳[1] 习应宜 王小莉[1] 李小颖[2] 吕军[3] AN Xiaofang XI Yingyi WANG Xiaoli LI Xiaoying LYU Jun(Medical Insurance Office, The First Affiliated Hospital of Xi＇am Jiaotong University, Xi＇am 710061 ,China, Hospital of Xi＇an Jiaotong University Health Science Center, Xi＇an 710061, China Clinical Research Center, The First Affiliated Hospital ofXi＇an Jiaotong University, Xi＇an 710061, China)

机构地区：[1]西安交通大学第一附属医院医保办,陕西西安710061 [2]西安交通大学医学部校医院,陕西西安710061 [3]西安交通大学第一附属医院临床研究中心,陕西西安710061

出　　处：《中国医学伦理学》2017年第6期707-710,共4页Chinese Medical Ethics

摘　　要：目的探讨品管圈在医保窗口患者投诉管理及提高患者满意度中的应用效果。方法成立品管圈、确定主题、明确存在问题并进行原因分析,针对原因制定对策并实施。结果品管圈活动后,患者不满意的主要原因(等待时间和工作人员协调能力)均得到改善,患者投诉也显著减少(P<0.01)。结论运用品管圈对医保患者投诉进行管理,不仅提高了患者对医保办工作的满意度,还为医院打造品牌提供了重要手段。Objective：To explore the effects of quality control circle（QCC） on the complaint management and patient satisfaction in the medical insurance center. Methods： We set up QCC, defined the subject, identified the problems and made the cause analysis, made the countermeasures and implemented them. Results：After QCC activities, patients＇major unsatisfactory factors such as long waiting time and poor staff coordination ability were significantly improved. In addition,patient complaints decreased significantly （P 〈 0.01 ）. Conclusion：The application of QCC management on patient complaints can not only increase patient satisfaction, but also provide an important way for the hospital to build up the brand.

关 键 词：品管圈 医保中心 患者满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]