基于患者满意度的医疗服务质量管理体系的构建  

Construction of Medical Service Quality Management System Based on Patient Satisfaction

作　　者：叶炼[1] 龚睿[2] 何小莉 唐季鑫 陈郁雯 唐勇全 李立凤[6] 李菲菲 黄敬[8] YE Lian;GONG Rui;HE Xiaoli;TANG Jixin;CHEN Yuwen;TANG Yongquan;LI Lifeng;LI Feifei;HUANG Jing(Department of Medical Insurance,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Pharmacy,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Personnel,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Pain,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Respiratory and Critical Care Medicine,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Service Department,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Ultrasound,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China;Department of Orthopedics,Sichuan Science City Hospital,Mianyang,Sichuan Province,610299 China)

机构地区：[1]四川省科学城医院医保科,四川绵阳610299 [2]四川省科学城医院药剂科,四川绵阳610299 [3]四川省科学城医院人事科,四川绵阳610299 [4]四川省科学城医院疼痛科,四川绵阳610299 [5]四川省科学城医院呼吸与危重症医学科,四川绵阳610299 [6]四川省科学城医院服务部,四川绵阳610299 [7]四川省科学城医院超声科,四川绵阳610299 [8]四川省科学城医院骨科,四川绵阳610299

出　　处：《中国卫生产业》2021年第25期10-13,共4页China Health Industry

基　　金：四川省绵阳市卫生健康委医学科研课题(2019年立项项目)(201985)。

摘　　要：目的建立一个基于患者满意度的医疗服务质量管理体系,从而推动该院医疗服务质量的不断提高。方法通过查阅资料、现场调查、访谈等方法对该院目前的现状进行调查,根据调查结果明确各层面的攻坚点并确立量化考核的指标,通过目标和量化指标进行医疗服务质量管理体系的构建。结果从院级、服务部/督查办、临床科室3个层面,从制度、人员和过程3个维度,建立该院基于患者满意度的医疗服务质量管理体系。结论该服务质量管理体系构建,以患者满意度为质控核心,全方位、多角度、全流程的服务质量明显改善,有助于创新、优质、全面的服务和服务的质量管理的持续改进,创造出更具魅力的服务品质和人文关怀。Objective To establish a medical service quality management system based on patient satisfaction,so as to promote the continuous improvement of the quality of medical services in the hospital.Methods Investigate the current situation of this hospital by consulting materials,on-site investigations,interviews and other methods.According to the survey results,the key points of each level are clarified and quantitative evaluation indicators are established,and the medical service quality management system is constructed through the objectives and quantitative indicators.Results From the three levels of hospital level,service department/supervision office,and clinical departments,from the three dimensions of system,personnel and process,a medical service quality management system based on patient satisfaction was established in the hospital.Conclusion The establishment of the service quality management system,with patient satisfaction as the core of quality control,has significantly improved the service quality in all-round,multi-angle,and whole-process,which contributes to the continuous improvement of innovative,high-quality,comprehensive services and service quality management,creating more attractive service quality and humanistic care.

关 键 词：患者满意度 医疗服务质量 管理体系 

分 类 号：R197.32[医药卫生—卫生事业管理]