信息化测评在患者满意度调查案例分析中的应用  

Application of IT-based evaluation in patient satisfaction surveys

作　　者：金鑫 马剑雄[2] Jin Xin;Ma Jianxiong(Tianjin Municipal Health Commission,Tianjin 300070,China;Tianjin Hospital,Tianjin University)

机构地区：[1]天津市卫生健康委,天津300070 [2]天津大学天津医院(天津市天津医院)

出　　处：《中国医疗管理科学》2024年第2期83-86,共4页Chinese Journal Of Medical Management Sciences

摘　　要：患者满意与否是衡量医院服务水平的“金标准”。进行患者满意度调查的目的是进一步促进医院的自我革新、自我完善、自我提升。应用信息化的测评方式一方面可利用平台收集患者看病就医最直接、最关心、最现实的难点、痛点问题,倒逼医院提升服务质量;另一方面,平台可收集、反馈患者评价,为更多患者就医选择提供指导,帮助医患之间建立更为牢靠的信任感和忠诚度。深入剖析杭州市医疗卫生监督公众信息平台与宁夏“一键评”两个信息化测评案例,通过案例的背景信息、建设目标、实施过程以及所采用的技术手段,探讨其在患者满意度调查中的优势与不足,以期更好地完善和应用信息化测评方式进行患者满意度调查。Patient satisfaction is the"gold standard"for hospital service evaluation.Surveys on patient satisfaction will help to promote the self-innovation,self-improvement,and self-upgrade of a hospital.During the information technology(IT)-based evaluation,the most concerned and most realistic problems faced by patients in healthcare-seeking can be collected via platforms in a straightforward manner,which will urge hospitals to improve their service quality.In addition,these platforms can be utilized to collect and feedback patient comments,provide guidance for more patients to choose medical treatments,and help establish a more stable foundation of trust between doctors and patients.This paper analyzes two IT-based evaluation cases(Hangzhou Medical and Health Supervision Public Information Platform and Ningxia"One-click Comment"service platform)and discusses their strength and weakness in terms of background information,construction objectives,implementation process,and technical means,with an attempt to improve and apply the IT-based evaluation methods in patient satisfaction surveys.

关 键 词：患者满意度 信息化测评 医疗服务质量 案例分析 

分 类 号：R197[医药卫生—卫生事业管理]