医患信息不对称管理提升重症医学科服务质量的效果观察  

Effect of Information Asymmetry Management between Doctors and Patients in Improving Service Quality in ICU

作　　者：吴霞云[1] 王亚萍 庞璐[1] WU Xia-yun;WANG Ya-ping;PANG Lu(Quzhou People’s Hospital)

机构地区：[1]衢州市人民医院

出　　处：《医院管理论坛》2022年第10期29-32,9,共5页Hospital Management Forum

摘　　要：目的探讨基于客户关系管理理论的医患信息不对称管理对重症医学科服务质量的影响。方法医院自2019年6月开展医患信息不对称管理,选取2018年2月—2019年6月间及2019年6月—2021年12月间收治的重症医学科患者和主要照顾者作为研究对象,分别纳入对照组及观察组。调查信息不对称程度及患者满意度,统计医疗投诉率。结果观察组感知信息不对称量表各条目得分及总分高于对照组,患者医师信任量表总分及技术能力维度得分高于对照组,参与医疗决策满意度各维度得分及总分高于对照组,病情保证、获取信息等维度及医疗服务整体满意度总分高于对照组(p<0.05);两组总体投诉率分别为15.92%和8.53%(p<0.05)。结论医患信息不对称管理可提高患者对医方的信任度和服务质量。Objective To discuss the effect of information asymmetry management between doctors and patients in improving service quality in ICU based on hospital customer relationship management(CRM)theory.Methods Information asymmetry management between doctors and patients based on CRM theory was implemented in the hospital since June 2019.Patients admitted to ICU of the hospital between February 2018 and June 2019 together with their main caregivers were enrolled into the control group.Patients admitted to the hospital between June 2019 and December 2021 together with their main caregivers were enrolled into the observation group.Their information asymmetry and satisfaction were investigated,and medical complaint rate was calculated.Results The scores of each item and the total score of the information asymmetry scale for the observation group were higher than those for the control group.The total score of the patients’trust in doctors scale and the score of technical capacity in observation group were higher than those in control group.The scores of satisfaction with participation in medical decision-making and the total score in observation group were higher than those in control group.The total satisfaction scores of condition guarantee,getting information and medical services in observation group were higher than those in control group(p<0.05).The overall complaint rates of the two groups were 15.92%and 8.53%respectively(p<0.05).Conclusion Information asymmetry management between doctors and patients can improve patients’trust in doctors and service quality.

关 键 词：医患关系 信息不对称 重症医学科 服务质量 

分 类 号：R197.3[医药卫生—卫生事业管理]