多院区公立医院患者满意度测评管理探索与实践  

Exploration and practice of patient satisfaction evaluation management in multi-campus public hospitals

作　　者：张薇琪 赵蓉 王昊宁[3] 余松轩 莫佳瑜[3] 吴晓蓉[4] 文扬 范抒磊 沈艳丽 袁蕙芸[3] Zhang Weiqi;Zhao Rong;Wang Haoning;Yu Songxuan;Mo Jiayu;Wu Xiaorong;Wen Yang;Fan Shulei;Shen Yanli;Yuan Huiyun(School of Public Health,Shanghai Jiao Tong University School of Medicine,Shanghai 200025,China;Shanghai Shenkang Hospital Development Center,Shanghai 200041,China;Office of Spiritual Civilization,Renji Hospital,Shanghai Jiao Tong University School of Medicine,Shanghai 200127,China;Nursing Department,Renji Hospital,Shanghai Jiao Tong University School of Medicine,Shanghai 200127,China)

机构地区：[1]上海交通大学医学院公共卫生学院,上海200025 [2]上海申康医院发展中心,上海200041 [3]上海交通大学医学院附属仁济医院精神文明办公室,上海200127 [4]上海交通大学医学院附属仁济医院护理部,上海200127

出　　处：《中华医院管理杂志》2022年第4期280-284,共5页Chinese Journal of Hospital Administration

基　　金：上海市卫生健康委员会政策研究课题(定向类)(2021HP37)。

摘　　要：患者满意度是衡量医疗机构服务质量的核心指标之一。上海市某多院区公立医院构建患者满意度测评管理体系,2021年开始基于呼叫中心对3个院区的出院患者进行全覆盖满意度测评并收集不满意信息反馈,根据反馈信息组织相关临床科室和职能部门与不满意患者充分沟通并联动整改,定期对所有投诉事件进行深度分析并针对不同院区的共性问题进行持续改进。可为多院区医院推进同质化管理,提高管理效率、服务质量和患者满意度提供参考。Patient satisfaction is one of the core indicators to measure the service quality of medical institutions.To this end,a multi-campus public hospital in Shanghai constructed a management system of patient satisfaction evaluation.Since 2021,its call center has conducted a full coverage satisfaction assessment for discharged patients from its three campuses and collected dissatisfaction information feedback.The hospital organized relevant clinical departments and functional departments to fully communicate with the dissatisfied patients according to the feedback information,followed by a joint rectification.The hospital regularly conducts in-depth analysis of all complaints for timely discovery of common problems in different campuses for continuous improvement.This practice can provide reference for multi-campus hospitals to promote homogeneous management,to improve management efficiency,service quality and patient satisfaction.

关 键 词：卫生服务管理 医院 公立 多院区医院 患者满意度 呼叫中心 

分 类 号：R197.32[医药卫生—卫生事业管理]