基于患者满意度的管理对医院管理质量的影响  

The influence of management based on patient satisfaction to hospital management quality

作　　者：张宇[1] 贺华[1] 万鸿君[1] ZHANG Yu;HE Hua;WANG Hong-jun(People’s Hospital of Wuhan University,Wuhan Hubei 430000,China)

机构地区：[1]武汉大学人民医院,湖北武汉430000

出　　处：《卫生软科学》2020年第4期56-59,共4页Soft Science of Health

摘　　要：[目的]探讨基于患者满意度的管理对医院管理质量的影响。[方法]选取2017年1-12月住院患者300例作为A组,选取2018年1-12月住院患者300例作为B组。A组给予传统管理,B组在此基础上给予基于患者满意度的管理。采用自制《住院患者满意度问卷》评估患者满意度,记录住院时间、医疗投诉及纠纷情况,计数资料采用χ2检验,计量资料采用T检验,比较两组满意度、住院时间、医疗投诉及纠纷情况。[结果]B组医疗效果、心理指导、医疗操作、服务态度、环境卫生等满意度评分明显高于A组,B组满意率(98.00%)明显高于A组(97.00%),差异有统计学意义(P<0.05);B组住院时间[(6.58±0.71)d]明显低于A组[(7.26±0.78)d],差异有统计学意义(P<0.05);B组医疗投诉率(0.67%)、纠纷发生率(1.33%)明显低于A组(3.33%、4.67%),差异有统计学意义(P<0.05)。[结论]基于患者满意度的管理可有效提高医院管理质量,有利于提高诊疗服务水平,值得临床推广。Objective To discuss the effects of management based on patient satisfaction on hospital management quality.Methods 300 inpatients from Jan.to Dec.2017 were selected as group A,300 inpatients from Jan.to Dec.2018 were selected as group B.Group A was given traditional management,group B was given management based on patient satisfaction and group A.The patient satisfaction was assessed by self-made“inpatient satisfaction questionnaire”,and the hospitalization time,medical complaints and disputes were recorded.The counting data was tested byχ2 test,the measurement data were tested by t test,satisfaction,hospitalization time,medical complaints and disputes were compared between the two groups.Results The satisfaction scores of medical effect,psychological guidance,medical operation,service attitude and environmental hygiene in group B were significantly higher than those in group A,The satisfaction rate(98.00%)in group B was significantly higher than that(97.00%)in group A.There was statistically significant(P<0.05)in the difference.The hospitalization time[(6.58±0.71)d in group B was significant less that that(7.26±0.78)d]in group A.There was statistically significant(P<0.05)in the difference.The incidence of medical complaints(0.67%),dispute(1.33%)in group B were significant lower than those(3.33%and 4.67%)in group A.There was statistically significant(P<0.05)in the difference.Conclusions The management based on patient satisfaction can effectively improve the quality of hospital management and it is helpful to improve the diagnosis and treatment services level,it's worth for further clinical promotion.

关 键 词：患者满意度 医院管理 管理质量 

分 类 号：R197.323[医药卫生—卫生事业管理]