医院服务体系建设在改善患者就医体验中的应用研究  

Study on the Application of Hospital Service System Construction in Improving Patients’Medical Experience

作　　者：刘玉洁[1,2] 张金凤 罗敏辉[1] 许瑛 饶江红 LIU Yujie;ZHANG Jinfeng;LUO Minhui;XU Ying;RAO Jianghong(Quality Management Office,Ganzhou People’s Hospital,Ganzhou Jiangxi 341000,China;School of Public Health,Nanchang University,Nanchang Jiangxi 330047,China)

机构地区：[1]赣州市人民医院质量管理办公室,江西赣州341000 [2]南昌大学公共卫生学院,江西南昌330047

出　　处：《中国卫生标准管理》2023年第7期106-110,共5页China Health Standard Management

摘　　要：目的建立医院服务体系,改善患者就医体验,提升患者满意度。方法参考Qualicert医院服务认证标准,制订及实施医院服务体验标准,构建医院优质服务体系,采用明查及暗查的方式对门诊各区域患者接触的服务节点进行质量评价,评价实施优质服务管理措施后服务体验及满意度。结果医院实施服务体验标准后,实施后组预约挂号体验、门诊服务体验、体检服务体验、收费服务体验、药房服务体验、诊疗辅助检验检查体验、后勤服务体验评分高于实施前组(P<0.001)。门诊患者满意度从87.6%提升至90.05%。结论实施医院服务体验标准,构建医院优质服务体系可以有效帮助医疗机构提供同质化服务,带给患者优质的服务体验,提高患者满意度,有效改善医患关系。Objective To establish hospital service system,improve patient medical experience,and enhance patient satisfaction.Methods To developed and implement hospital service experience standard and to build the hospital quality service system by referring to the Qualicert hospital service certification standard.The quality of the service nodes that contacting patients in each area of the outpatient department was evaluated by means of open inspection and covert inspection,and the service experience and satisfaction after the implementation of quality service management measures were evaluated.Results After the implementation of the service experience standard,the scores of appointment registration experience,outpatient service experience,physical examination service experience,charging service experience,pharmacy service experience,diagnosis and treatment auxiliary laboratory examination experience,and logistics service experience of the post-implementation group were significantly higher than those of the pre-implementation group(P<0.001).The satisfaction of outpatients increased from 87.6%to 90.05%.Conclusion The implementation of hospital service experience standards and the construction of hospital quality service system can effectively help medical institutions to provide homogeneous services,bring quality service experience to patients,improve patient satisfaction,and effectively improve the doctor-patient relationship.

关 键 词：就医体验 服务体验标准 优质服务体系 医院管理 医院服务文化 医院服务质量评价 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]