基于网格化管理改进医院服务质量的探索  

Exploration into Improvement of Hospital Service Quality Based on Grid Management Mode

作　　者：谢淑萍 孔春燕 杨永挺 李润华 张慧萍 叶斌 倪萍 江舜杰 夏启荣 XIE Shu-ping;KONG Chun-yan;YANG Yong-ting;LI Run-hua;ZHANG Hui-ping;YE Bin;NI Ping;JIANG Shun-jie;XIA Qi-rong(Cancer Hospital of the University of Chinese Academy of Sciences,Zhejiang Cancer Hospital)

机构地区：[1]中国科学院大学附属肿瘤医院/浙江省肿瘤医院

出　　处：《医院管理论坛》2022年第5期40-43,共4页Hospital Management Forum

基　　金：浙江省医药卫生科技计划项目,编号:2022KY636。

摘　　要：目的 探讨网格化管理对医院服务质量改进的成效。方法 对2020年3月至2021年3月医院实行网格化管理前后的51份整改通知书进行分析,涉及整改事件73件、部门19个。结果 网格化管理前后门诊患者对就诊体验、缴费体验、医护态度,住院患者对就诊体验和出入院办理满意度逐月提高,并有统计学意义(p<0.05),医务人员个人和团队受表扬数均呈逐月递增趋势并有统计学意义(p<0.001)。结论 网格化管理能够提升医疗服务的精确性和时效性,提升医院员工主动参与管理的积极性,进而改进患者就医体验。Objective To explore the effectiveness of grid management mode in improving hospital service quality. Methods A total of 51 rectification notices from March 2020 to March 2021 before and after the implementation of grid management mode were analyzed, involving 73 events and 19 departments. Results After the implementation of grid management mode, outpatients’ satisfaction with consultation experience, payment experience, and attitude of medical staff, and inpatients’ satisfaction with consultation experience and admission and discharge process improved month by month, and the differences were statistically significant(p<0.05). The individuals and teams of medical staff received significantly more compliments month by month(p<0.001). Conclusion Grid management mode can improve the accuracy and timeliness of medical service, and motivate the hospital staff to participate in management, so as to improve patients’ medical experience.

关 键 词：网格化管理 医院服务 质量改进 

分 类 号：R197.5[医药卫生—卫生事业管理]