病案科工作满意度调查  

Job Satisfaction Survey of Medical Records Department

作　　者：王兆莉 Wang Zhaoli(Department of Medical Records, Beijing Maternity Hospital Affiliated to Capital Medical University, Beijing 100010, China)

机构地区：[1]首都医科大学附属北京妇产医院病案室

出　　处：《中国病案》2019年第7期6-7,21,共3页Chinese Medical Record

摘　　要：目的分析满意度调查数据,了解临床医务人员和接受病案服务的患者对病案服务的满意度,为改进服务提供依据。方法在2018年度全院满意度调查和季度住院患者满意度调查中获取医务人员和患者有关病案服务满意度调查499份和581份,使用Epidate3.1中文版建立数据库、进行数据录入,采用SPSSl6.0统计软件进行数据分析。结果临床医务人员对病案科工作总体满意度、服务态度、病案查询、病案借阅、病案编码满意度较高,满意度均大于90%,而对于病案收集和病案质控满意度较低,不足90%,各临床类别医务人员对所有调查条目的满意度差别均无统计学意义(P<0.05)。患者对病案服务总体满意度、复印质量满意度较高,均高于90%,而对于服务态度、复印速度、复印流程和复印收费满意度低于90%。结论病案工作人员服务态度、与临床沟通、病历复印工作有待改进,病案工作人员应加强与临床医务人员、患者的沟通,优化病历复印流程,提高病案服务满意度。Objective To understand the satisfaction of clinical medical staff and patients receiving medical record service by analyzing the satisfaction data of medical record department, and to provide basis for improving the service. Methods 499 and 581 cases of medical staff and patients’ satisfaction with medical records were obtained through the annual hospital satisfaction survey and quarterly inpatient satisfaction survey in 2018.Epidate3.1 Chinese version was used to establish a database and input data, and SPSSl6.0 statistical software was used for data analysis. Results Clinical medical staff in medical record department work overall satisfaction,service attitude, medical record query, medical record lending, medical record coding high satisfaction,satisfaction were greater than 90%, and for medical record collection and medical record quality satisfaction is low, less than 90%, the clinical category of staff to the satisfaction of all survey items were no statistically significant difference(P<0.05). The overall satisfaction of patients with medical record services and the quality of photocopying were both higher than 90%, while the satisfaction with service attitude, speed, process and charge of photocopying was lower than 90%. Conclusions The service attitude of medical record staff,communication with clinical staff and medical record copying needed to be improved. It was suggested that medical record staff strengthen communication with clinical medical staff and patients, optimize the copying process of medical records and improve the service satisfaction of medical records.

关 键 词：病案管理 满意度 调查 病历复印 

分 类 号：R197.323[医药卫生—卫生事业管理]