通过第三方患者体验测评提升医疗服务品质  

Patient Experience Evaluation by Third Party for Improving Medical Service Quality

作　　者：陈锦 柏杨 李燕 高家蓉 任家顺 CHEN Jin;BAI Yang;LI Yan;GAO Jiarong;REN Jiashun(The Second Affiliated Hospital of Land Force Medical University,Chongqing,404100,China)

机构地区：[1]陆军军医大学第二附属医院,重庆404100

出　　处：《中国卫生质量管理》2018年第2期53-56,共4页Chinese Health Quality Management

摘　　要：目的探讨和建立以患者体验为导向的医疗服务品质提升管理新模式。方法委托第三方机构,每月采用移动终端进行现场问卷测评,分别对2015年1月-6月(改进前)、2015年7月-12月(改进中)、2016年1月-6月(改进后)3个阶段22 683例住院患者数据进行统计分析。结果实施改进措施后,17个评价指标品质指数显著改善,总体医疗品质指数由改善前83.32分提升至改善后91.63分(P<0.001)。结论患者体验调查是医疗服务质量改进的导向依据,健全品管机构是医疗服务质量改进的组织保障,完善指标体系是医疗服务质量改进的有力牵引,优选重点项目是医疗服务质量改进的关键要素,第三方患者体验测评是医疗服务质量改进的管理工具。Objective To explore and establish the patient experience oriented new management mode for improving the quality of medical service.Methods The third-party agency was entrusted to use mobile terminal to collect data monthly by questionnaire survey method.The data of 22 683 inpatients were analyzed by three stages from January to June 2015(before improvement),July to December 2015(under improvement),and January to June 2016(after improvement).Results After improvement measures,the 17 quality indexes were significantly improved,and the overall medical quality index improved from 83.32 to 91.63(P<0.001).Conclusion The patients experience survey is the evidence for medical service continuous improvement,the quality control agency improvement is the guarantee for medical service continuous improvement,the indicators system improvement is the essential step for medical service continuous improvement,and the selection of important projects is the key element for medical service continuous improvement.

关 键 词：第三方 患者体验 医疗服务质量 品质指数 

分 类 号：R197.3[医药卫生—卫生事业管理]