基于第三方满意度测评的医院优化服务实践  

Hospital service optimization practice based on third-party satisfaction measurement

作　　者：张国强[1] 徐淑异 胡晓斐[1] 徐方明[1] 

机构地区：[1]浙江省舟山医院,浙江省舟山市316000

出　　处：《中华医院管理杂志》2018年第3期237-240,共4页Chinese Journal of Hospital Administration

摘　　要：介绍了医院开展第三方满意度测评及精细化评估质量持续改进项目情况，并利用PDCA管理工具，优化了医疗服务质量，有效提高了患者满意度。建议医院通过建立大数据库，实现大数据对比，并在此基础上实施精细化管理，强化绩效管理，提升医患友好度及忠诚度，赢得患者信赖。The paper introduced the third-party satisfaction measurement and refined appraisal for quality continuous improvement programs launched by the hospital, and the PDCA management tools which optimized quality of care and patient satisfaction. The hospital is thus recommended to leverage databases for big data comparison, and carry out refined management on such basis, for the purposes of better performance management, higher doctor-patient friendship and patient trust.

关 键 词：全面质量管理 第三方测评 患者满意度 优化服务 

分 类 号：R197.32[医药卫生—卫生事业管理]