以患者满意为导向的门诊服务优化及效果分析  

Effect Analysis of Outpatient Service Optimization with Patient Satisfaction Guidance

作　　者：王义[1] 范爽斐[1] 刘建辉 张蕊 祝振忠[1] 王海英[1] 向平超[1] WANG Yi FAN Shuang-fei LIU Jian-hui ZHANGRui ZHU Zhen-zhong WANG Hai-ying XIANG Ping-ehao(Peking University Shougang Hospita)

机构地区：[1]北京大学首钢医院

出　　处：《医院管理论坛》2018年第7期18-20,28,共4页Hospital Management Forum

摘　　要：目的评价依据门诊满意度调查结果优化门诊服务的实施效果。方法对2013年8月至2015年4月2100份门诊满意度调查结果进行总结分析,根据分析结果开展门诊服务优化工作,并对优化前后满意度调查各项指标进行对比研究。结果优化前总体满意度为94.07%,优化前患者不满意度位居前三位的分别为:诊疗流程(14.33%)、排队等候(7.24%)及环境卫生(3.14%)。优化后总体满意度为97.10%,优化前后总体满意度对比差异有统计学意义(p=0.023),优化后患者门诊就诊各环节的满意度均明显提高,不满意度明显下降。结论门诊满意度调查是优化门诊医疗服务质量的重要途径,我院通过门诊环境布局调整改造、流程优化、推进各项便民服务等优化服务措施取得了一定成效,体现了以患者为中心的服务理念。Objective To evaluate the effect of outpatient service optimization based on patient satisfaction survey results. Method A total of 2100 responses of outpatient satisfaction survey from August 2013 to April 2015 were summarized and analyzed. Based on the results, outpatient service optimization work was tan＇led out, and the indexes of the satisfaction survey before and after optimization were compared. Results The overall satisfaction rate before optimization was 94.07%, and the top three dissatisfaction prior to optimization came from： diagnosis and treatment procedures （14.33%）, waiting in line （7.24%）, and environmental hygiene （3.14%）. After the optimization, the overall satisfaction was 97.10%. There was a statistically significant difference between the overall satisfaction before and after optimization （p=0.023）. After optimization, the satisfaction with all the parts of outpatient service was significantly improved, and the dissatisfaction significantly decreased. Conclusion Outpatient satisfaction survey is an important way to optimize the quality of outpatient medical services. Our hospital achieved results through optimization of outpatient environment and layout, process optimization, and promotion of convenient services, reflecting the patient-centered service concept.

关 键 词：门诊 满意度 管理 

分 类 号：R197.3[医药卫生—卫生事业管理]