新冠肺炎疫情防控常态化背景下提升导医服务满意度的策略与思考  

Strategies and thoughts on improving satisfaction of medical guidance service based on the background of COVID-19 prevention and control normalization

作　　者：徐秀红[1] 梁丽[1] 田昕[1] 杨盈赤[2] 段满荣[1] 王蒂楠[1] 曲媛[1] 杨静[1] 杨璐[1] 张忠涛[1] 谢苗荣[1] XU Xiuhong;LIANG Li;TIAN Xin;YANG Yingchi;DUAN Manrong;WANG Di'nan;QU Yuan;YANG Jing;YANG Lu;ZHANG Zhongtao;XIE Miaorong(Beijing Friendship Hospital,Capital Medical University,Beijing,100050,PRC)

机构地区：[1]首都医科大学附属北京友谊医院,北京市100050 [2]首都医科大学附属北京友谊医院医患关系办公室,北京市100050

出　　处：《中国医院》2022年第3期94-96,共3页Chinese Hospitals

摘　　要：目的:探讨新冠肺炎疫情防控常态化背景下,加强导医人员服务质量管理,强化防疫措施的规范化培训,提升专业服务水平及增强服务意识教育。方法:随机抽取北京市某三级甲等医院2020年4月和5月门诊患者各300名作为实施强化服务质量管理和规范化防疫措施培训前后的观察对象,分别对导医服务满意度进行问卷调查,并整理分析实施强化服务质量管理和规范化防疫措施培训前后各3个月期间医院接待患者投诉工单中涉及导医服务的占比变化。结果:与2020年4月比较,5月份调查患者对导医服务的整体满意率由77.7%显著提升至92.3%(P<0.05);同时,涉及导医服务类投诉工单占比由13.6%下降至7.09%(P<0.05)。结论:医院加强对导医人员服务质量管理,并强化防疫措施的规范化培训,既可以保证各项疫情防控措施的严格落实,同时也提升了患者对导医服务的满意度,降低患者投诉率,为广大患者提供了良好的就医体验。Objective:To explore the influence of strengthening the service quality management of medical guides,strengthening the standardized training of epidemic prevention measures,improving professional service level and enhancing service awareness education on improving the patients’satisfaction evaluation of medical guidance service,reducing the complaint rate of patients and improving the medical experience under the background of the normalization of COVID-19 epidemic prevention and control.Methods:A total of 300 outpatients were randomly selected from a Grade A hospital in Beijing in April and May 2020,respectively,before and after the implementation of enhanced service quality management and standardized epidemic prevention measures training.The questionnaire was conducted to investigate the satisfaction of medical guidance services.In addition,the proportion of medical guidance service in the work order received by patients with complaints during the three months before and after the implementation of the training of strengthening service quality management and standardized epidemic prevention measures was analyzed.Results:Compared with April 2020,the overall satisfaction rate of the surveyed patients to the medical guidance service in May significantly increased from 77.7%to 92.3%(P<0.05).At the same time,service complaints involving medical guidance work order proportion fell to 13.6%from 7.09%,(P<0.05).Conclusion:Hospitals strengthening medical guidance personnel service quality management,and enforcing standardization training of pandemic prevention and control can ensure strict implementation of the epidemic prevention and control measures,as well as improved patients satisfaction rate for medical guidance services,reduce the patients’complaints,provide a good medical experience for the majority of patients.

关 键 词：疫情防控常态化 导医服务 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]