360°社会评价体系的构建与实践效应分析  

Construction and Practical Effect Analysis of 360° Social Evaluation System

作　　者：宋均英[1] 费忠芹 周贝贝 SONG Junying;FEI Zhongqin;ZHOU Beibei(Department of Nursing,Zaozhuang Municipal Hospital,Zaozhuang Shandong 277100,China;Department of Customer Service,Zaozhuang Municipal Hospital,Zaozhuang Shandong 277100,China)

机构地区：[1]枣庄市立医院护理部,山东枣庄277100 [2]枣庄市立医院客服部,山东枣庄277100

出　　处：《中国卫生标准管理》2023年第14期68-73,共6页China Health Standard Management

基　　金：山东省枣庄市科技发展计划项目(2021NS55)。

摘　　要：目的深层次了解患者需求,寻找有效的改进方案,提高患者满意度和医疗服务质量。方法选取2018年1月—2021年12月在某三级甲等医院的患者、员工为研究对象,构建360°社会评价体系,通过满意度调查、出院患者回访、第三方评价、投诉接待、公众监督、意见箱、邮箱等了解患者需求和医院服务状态,改进医院服务,提升患者满意度。结果2018年、2019年、2020年、2021年医院门诊患者满意度分别为(83.25±2.74)分、(84.13±2.56)分、(84.22±2.72)分和(88.67±1.27)分;住院患者满意度分别为(87.96±1.46)分、(89.23±2.04)分、(89.44±2.11)分和(89.96±2.33)分;员工满意度分别为(75.67±2.21)分、(76.94±1.97)分、(83.92±2.01)分和(87.97±1.56)分;门诊患者、住院患者和员工满意度逐年提升,差异有统计学意义(P<0.05)。患者投诉次数分别为582次、396次、248次和232次;不满次数分别为1052次、456次、392次和380次;表扬次数分别为338次、582次、783次和954次。患者投诉和不满次数逐年下降,表扬次数逐年提升,差异有统计学意义(P<0.001)。结论构建的360°社会评价体系具有一定可靠性,有利于推动医院的改革发展,医疗资源的优化配置,对有效改进医院服务能力和提高患者满意度具有一定的意义。Objective To understand patients' needs at a deeper level,to find effective improvement solutions,and to improve patient satisfaction and medical service quality.Methods Select patients and personnel in grade A tertiary hospital from January 2018 to December 2022as the research objects.A 360° social evaluation system was constructed to under stand patients' needs and the status of hospital services through satisfaction surveys,return visits of discharged patients,third-party evaluation,complaint reception,public supervision,suggestion boxes and mailboxes to improve hospital services and enhance patient satisfaction.Results Hospital outpatients' satisfaction in 2018,2019,2020 and 2021 were(83.25±2.74) points,(84.13±2.56) points,(84.22±2.72) points and(88.67±1.27)points respectively;inpatients' satisfaction were(87.96±1.46)points,( 8 9.2 3 ± 2.0 4) points,( 8 9.4 4 ± 2.11) points and(89.96±2.33) points respectively,personnel satisfaction were(75.67±2.21) points,(76.94±1.97) points,(83.92±2.01)points and(87.97±1.56) points respectively,with outpatients' satisfaction,inpatients' satisfaction and personnel satisfaction increasing year by year.The difference is statistically significant(P<0.05).The number of patients' complaints were 582,396,248 and 232,the number of dissatisfaction were 1 052,456,392 and 380,the number of praise were 338,582,783 and 954,with patients' complaints and dissatisfaction decreasing year by year and praise increasing year by year.The difference is statistically significant(P<0.001).Conclusion The 360° social evaluation system has a certain degree of reliability,which is conducive to promoting the reform and development of hospitals,optimizing the allocation of medical resources,and has certain significance for effectively improving hospital service capabilities and improving patient satisfaction.

关 键 词：社会评价 效应分析 患者 医务人员 满意度 实践 

分 类 号：R197[医药卫生—卫生事业管理]