探讨绩效考核结合激励管理机制的管理模式对医院客服导医工作积极性的影响  

Influence of the Management Model of Performance Appraisal Combined with Incentive Management Mechanism on the Enthusiasm of the Hospital Customer Service Guidance Work

作　　者：王慧[1] 汪红艳 王月凡 WANG Hui;WANG Hongyan;WANG Yuefan(Department of Public Relations,Bao'an District Shiyan People's Hospital,Shenzhen,Guangdong Province,518108 China)

机构地区：[1]深圳市宝安区石岩人民医院公共关系科,广东深圳518108

出　　处：《中国卫生产业》2022年第17期145-148,共4页China Health Industry

摘　　要：目的探讨绩效考核结合激励管理机制的管理模式对医院客服导医工作积极性的影响。方法选取深圳市宝安区石岩人民医院的40名在职客服导医人员为研究对象。将2021年1—12月期间实施绩效考核结合激励管理机制的管理模式命名为干预后;将2020年1—12月实施一般护理管理措施命名为干预前。对比不同管理模式下研究对象工作满意度评分、工作积极性评分、患者满意度。结果干预后客服导医人员工作满意度评分均明显高于干预前,差异有统计学意义(P<0.05);干预后客服导医人员的工作积极性评分均明显高于干预前,差异有统计学意义(P<0.05);干预后客服导医人员的患者满意度明显高于干预前,差异有统计学意义(P<0.05)。结论在医院管理中对客服导医人员实施绩效考核结合激励管理机制的管理模式,可促使其工作积极性有效提升,有助于提升服务质量,有一定的借鉴意义。Objective To explore the influence of the management mode of performance appraisal combined with the incentive management mechanism on the enthusiasm of the hospital's customer service guidance work.Methods Selected 40 in-service customer service doctors from Shiyan People's Hospital in Bao'an District,Shenzhen as the research object.The management model of implementing performance appraisal combined with incentive management mechanism from January to December 2021 was named post-intervention;the implementation of general nursing management measures from January to December 2020 was named pre-intervention.The job satisfaction scores,work enthusiasm scores,and patient satisfaction of the research subjects under different management modes were compared.Results The job satisfaction scores of the customer service and medical guidance staff in the post-intervention were significantly higher than those in the pre-intervention,and the difference was statistically significant(P<0.05).The work enthusiasm scores of the customer service leading doctors in the post-intervention were significantly higher than those in the pre-intervention,and the difference was statistically significant(P<0.05).The patient satisfaction with the customer service guidance staff in the post-intervention was significantly higher than that in the pre-intervention,and the difference was statistically significant(P<0.05).Conclusion In hospital management,the management mode of performance appraisal combined with incentive management mechanism for customer service guide staff can effectively improve their work enthusiasm and help improve service quality,which has certain reference significance.

关 键 词：绩效考核 激励管理机制 客服导医 工作积极性 满意度 

分 类 号：R197.5[医药卫生—卫生事业管理]