基于JCI标准的管理模式预防纠纷事件及对患者满意度的影响研究  

Effect of JCI standard-based management model on dispute prevention and its impact on patient satisfaction

作　　者：孙金燕[1] 曹慧慧[1] SUN Jinyan;CAO Huihui(The First Hospital of Nanjing,Nanjing Medical University,Nanjing 210006,China)

机构地区：[1]南京医科大学附属南京医院//南京市第一医院,江苏南京210006

出　　处：《现代医院》2024年第8期1235-1237,共3页Modern Hospitals

摘　　要：目的研究基于国际医疗卫生机构认证联合委员会(JCI)标准的管理模式预防纠纷事件及对患者满意度的影响。方法选取2022年3月—2024年3月于医院门诊就诊的102例患者开展研究。将其以电脑编号单双数字法随机分作JCI标准组与常规组各51例。常规组开展常规管理,JCI标准组则开展基于JCI标准的管理。比较两组纠纷事件发生情况、患者满意度、管理质量、就诊前后不良情绪。结果JCI标准组纠纷事件总发生率较常规组更低(1.96%vs 13.73%)(P<0.05)。JCI标准组各项满意度评分较常规组均更高(均P<0.05)。JCI标准组各项管理质量评分较常规组均更高(均P<0.05)。就诊后两组不良情绪评分较就诊前更低,且JCI标准组较常规组更低(均P<0.05)。结论基于JCI标准的管理模式预防纠纷事件的效果较佳,且能明显提升患者满意度以及管理质量,缓解患者不良情绪。Objective To study the effectiveness of a management model based on the standards proposed by the Joint Commission on Accreditation of International Healthcare Organizations(JCI)in preventing disputes and investigate its impact on patient satisfaction.Methods A total of 102 patients between March 2022 to March 2024 were enrolled in the study.They were randomly divided into JCI standard group(n=51)and conventional group(n=51)using the random number method.The conventional group received the conventional management,while the JCI standard group followed the management based on the JCI standard.Occurrence of dispute events,patient satisfaction levels,management quality,and negative emotions before and after treatment were compared between the two groups.Results The total incidence of dispute events in JCI standard group was significantly lower than that in conventional group(1.96%vs 13.73%,P<0.05).The JCI standard group scored significantly higher in satisfactions with all items(all P<0.05)as well as in management quality(all P<0.05)compared to the conventional group.Following treatment,negative emotion scores decreased in both groups compared to pre-treatment,with the JCI standard group showing significantly lower scores than the conventional group(all P<0.05).Conclusion Implementing the management model based on JCI standard notably can reduce the number of disputes,enhance patient satisfaction,improve management quality,and alleviate negative emotions among patients.

关 键 词：国际医疗卫生机构认证联合委员会 管理模式 纠纷事件 患者满意度 

分 类 号：R197.323.4[医药卫生—卫生事业管理]