第三方患者满意度评价在妇幼保健机构运营管理中的应用探索  

Application Research of Third-party Patient Satisfaction Evaluation in the Operation and Management of Women and Children’s Hospital

作　　者：丁世会 喻璟瑞[1] 何华[1] 郑胜林 何超 陈淘 陈蓉[1] 王雨然 DING Shihui;YU Jingrui;HE Hua;ZHENG Shenglin;HE Chao;CHEN Tao;CHEN Rong;WANG Yuran(Operations Development,Sichuan Provincial Maternity and Child Health Care Hospital,Chengdu Sichuan 610045,China;School of Economics and Business Administration,Chongqing University,Chongqing 400044,China;Department of Data Analysis,Chongqing Weihan Technology Co.,Ltd.,Chongqing 400060,China)

机构地区：[1]四川省妇幼保健院运营发展部,四川成都610045 [2]重庆大学经济与工商管理学院,重庆400044 [3]重庆尉菡科技有限公司数据分析部,重庆400060

出　　处：《中国卫生标准管理》2023年第2期51-54,共4页China Health Standard Management

摘　　要：随着我国医疗卫生改革的深化,促进医院运营能力改善及推动医院高质量发展成为医院管理的重要目标。由于患者满意度能有效反应医疗机构的管理水平,是我国公立医院医疗质量评价体系中的重要指标。其中,由第三方机构测评的患者满意度因具备客观、科学和专业等优点,得到了广泛应用。但目前第三方测评机构与医院协同管理患者满意度的工作仍然处于探索阶段,如何利用第三方测评有效辅助医院提高医疗服务水平还有待探讨。此外,由于妇幼医院的儿童和女性等患者比较特殊,医院的医疗服务体系面临着较大的挑战。因此,如何利用第三方评价机构从患者需求出发改善妇幼医院医疗服务质量尤为急迫。基于此,本文以四川省某三级甲等妇幼保健院为例,通过分析该院与第三方机构协同管理患者满意度的模式,总结妇幼医院与第三方机构协同管理的举措,为妇幼机构高质量发展提供管理启示。With the deepening of China’s medical and health reform,promoting the improvement of hospital operation capacity and promoting the high-quality development of hospitals have become important goals of hospital management.Because patient satisfaction can effectively reflect the management level of medical institutions,it is an important indicator in the medical quality evaluation system of public hospitals in my country.Particularly,patient satisfaction assessed by third-party institutions has been widely used due to its objective,scientific and professional advantages.However,the collaborative management of patient satisfaction by third-party evaluation agencies and hospitals is still in the exploratory stage.In addition,the hospital’s medical service system faces greater challenges due to the special characteristics of children and women in Women and Children’s Hospital.Therefore,how to use third-party evaluation agencies to improve the quality of medical services in Women and Children’s Hospital from the needs of patients is particularly urgent.Based on this,this paper takes a tertiary grade A Women and Children’s Hospital in Sichuan Province as an example,analyzes the mode of collaborative management of patient satisfaction between the hospital and third-party institutions,and summarizes the collaborative management measures of Women and Children’s Hospital with third-party institutions.The research in this paper can provide management inspiration for the high-quality development of Women and Children’s Hospital.

关 键 词：第三方测评 患者满意度 改善医疗服务 医院运营管理 妇幼保健医院 管理启示 

分 类 号：R471[医药卫生—护理学]