三级甲等医院绩效评价对患者满意度的影响研究  

Influence of Performance Evaluation on Patient Satisfaction in Tertiary A Hospitals

作　　者：赵浴光[1] 邱永强[1] ZHAO Yu-guang;QIU Yong-qiang(School of Public Health,Qiqihar Medical University,Qiqihar,Heilongjiang,161006,China)

机构地区：[1]齐齐哈尔医学院公共卫生学院,黑龙江齐齐哈尔161006

出　　处：《中国医院管理》2020年第8期64-67,共4页Chinese Hospital Management

摘　　要：目的研究三级甲等医院绩效评价体系,提高患者满意度,为提高服务质量提供理论依据。方法采用德尔菲法进行绩效评价体系的构建,通过调研研究对满意度进行现状调查和分析原因。结果住院患者满意度总分为(76.79±1.761)分,其中4个维度的部分指标以及总体满意度优于对照组;门诊患者总分为(75.22±1.219)分,也优于对照组。结论合理的绩效评价体系有助于提高患者满意度,管理制度应依据考核指标及时进行调整,通过考核促进提高服务质量的方式可以不断加强公立医院整体服务质量,下阶段门诊指标应作为改善重点。Objective To study the performance evaluation system of tertiary A hospitals,in order to improve patient satisfaction and provide theoretical basis for improving service quality.Methods Delphi method was used to construct the performance evaluation system,and the current situation of satisfaction is investigated and the reason is analyzed through investigation.Results The overall satisfaction score of inpatients was(76.79±1.761).Among them,some indicators in four dimensions and overall satisfaction were better than those of the control group.The total score of outpatients was(75.22±1.219)and also better than the control group.Conclusion A reasonable performance evaluation system can improve patient satisfaction.The management system should be adjusted in time according to the assessment indicators.The overall service quality of public hospitals can be continuously strengthened by means of examination to promote the improvement of service quality.The improvement point should be focused on outpatient indicators in the next stage.

关 键 词：绩效评价 患者满意度 三级甲等医院 

分 类 号：R197.32[医药卫生—卫生事业管理]