构建以服务理念为导向的中医临床科室建设发展动能研究  

Research on the Motivation of Constructing and Developing Traditional Chinese Medicine Clinical Departments Guided by Service Concept

作　　者：牛相来[1] 刘建梁[1] 周伟[1] 雷华[1] 周钰[1] NIU Xianglai;LIU Jianliang;ZHOU Wei;LEI Hua;ZHOU Yu(Department of Acupuncture and Massage,the First Affiliated Hospital of Xinjiang Medical University,Xinjiang,Urumqi 830054,China)

机构地区：[1]新疆医科大学第一附属医院针灸推拿科

出　　处：《中国中医药现代远程教育》2019年第15期151-153,共3页Chinese Medicine Modern Distance Education of China

基　　金：新疆医科大学人文社科基金项目【No.2018XYFG31】

摘　　要：目的探讨以服务理念为导向的中医临床科室能动建设,提高科室医护人员的技术水平、积极性及主动性,提升现有的服务体系。方法本次患者满意度调查2018年12月1日—2019年4月30日在新疆医科大学一附院完成测评,调查对象为测评时间内住院及门诊患者。由患者满意度调查体系调查员(第三方人员,从医院随机抽取)在现场调查和数据采集。数据上传至云端后,由专业统计人员对其进行汇总分析患者满意率和满意度指数。对调查数据进行深入挖掘,应用Logistics回归统计方法对医院住院患者满意度进行分析。结果通过对数据进行深入剖析,采用成组logistics回归筛选出影响住院患者满意度的可能关键环节。分析结果显示,对医护特色服务体系,岗位胜任能力,技术水平、服务态度满意度的调查,差异具有统计学意义,P<0.05。结论住院患者总体满意率较好;本次住院患者满意度调查的岗位胜任能力满意;影响患者满意度的关键是:患者安全、岗位胜任能力,科普知识的宣传、服务态度、治疗效果。Objective To explore the concept of service-oriented dynamic construction of TCM clinical departments, improve the technical level of the department of health care, enthusiasm and initiative to improve the existing service system. Methods The patient satisfaction survey from December 1, 2018 to April 30, 2019 in the First Affiliated Hospital of Xinjiang Medical University from patient evaluation, survey evaluation within the time hospitalized and outpatients was carried out. Third person were randomly selected from the hospital by a satisfaction survey system in patients with investigators in the field survey and data collection. After the data was uploaded to the cloud, by professional statisticians its rate of patient satisfaction and satisfaction index meta-analysis. Dig the survey data, the application of statistical methods for regression Logistics hospitalized patient satisfaction with the hospital for analysis. Results Through data-depth analysis, using a group logistics regression screened out key influence patients' satisfaction degree analysis showed that a survey of the health care special service system, job competence, skill level, attitude satisfaction, and the difference was statistically significant (P<0.05). Conclusion The overall satisfaction rate of hospitalized patients is better. Job competencies are satisfied. The inpatient satisfaction has survey satisfaction. Affecting patient satisfaction is to promote safe, job competence, scientific knowledge of patients, service attitude and therapeutic effect.

关 键 词：服务理念 中医管理 临床科室 发展动能 

分 类 号：R47[医药卫生—护理学]