突发公共卫生事件下采用PDCA循环法改善境外船员就医体验的研究  

Study on Improving Medical Experience of Overseas Crew Members by PDCA Cycle Method Under Public Health Emergencies

作　　者：刘思言 杨红波 马建新[1] 姜立学 展媛媛 孙耿耿 王波[1] LIU Siyan;YANG Hongbo;MA Jianxin;JIANG Lixue;ZHAN Yuanyuan;SUN Genggeng;WANG Bo(Department of Medical Affairs,Lianyungang Oriental Hospital,Lianyungang Jiangsu 222042,China;Party Committee Office,the Second People's Hospital of Lianyungang,Lianyungang Jiangsu 222000,China)

机构地区：[1]连云港市东方医院医务处,江苏连云港222042 [2]连云港市第二人民医院党委办公室,江苏连云港222000

出　　处：《中国卫生标准管理》2024年第16期45-48,共4页China Health Standard Management

基　　金：江苏省卫生健康委科研项目(Z2022043);江苏省医院协会医院管理创新研究课题(JSYGY-3-2021-395)。

摘　　要：目的通过开展计划-实施-检查-处理(plan-docheck-action,PDCA)循环法明确影响境外船员就医满意度的主要因素,为科学制定改善就医满意度的实施路径提供依据。方法2023年1—6月连云港市东方医院开展境外船员满意度调查,运用PDCA循环法找出问题、分析原因、制定措施、执行措施、检查效果、总结经验、提出问题并进入下一循环。对比实施前后就医满意度。结果就医前各流程衔接情况满意度较实施前提升32.13%;门诊入院及检查、检验手续办理满意度较实施前提升27.20%;病房内环境满意度较实施前提升10.93%;就诊过程沟通满意度较实施前提升7.33%;日常生活饮食满意度较实施前提升5.67%。结论医院发热门诊发生院内感染的风险较高;PDCA循环法适用于医院各个环节以提升管理成效;进行PDCA循环法是医院改善境外船员就医体验的重要手段,分析结果可优化各环节满意度,最大限度减少院内感染事件的发生。Objective The plan-do-check-action(PDCA)cycle method was carried out to clarify the main factors affecting the satisfaction of overseas crew members on medical treatment,and to provide a basis for scientifically developing the implementation path to improve the satisfaction of medical treatment.Methods From January to June 2023,Lianyungang Oriental Hospital carried out a survey on the satisfaction of overseas crew members,using PDCA cycle method to identify problems,analyze causes,formulate measures,implement measures,check the effect,sum up experience,raise questions and enter the next cycle.The satisfaction of medical treatment before and after implementation were compared.Results The satisfaction rate of the connection of process before medical treatment was increased by 32.13%compared with that before the implementation.The satisfaction rate of outpatient admission,examination and inspection procedures increased by 27.20%compared with that before the implementation.The satisfaction rate of ward environment increased by 10.93%compared with that before implementation.The satisfaction rate of communication during treatment increased by 7.33%compared with that before implementation.The satisfaction rate of daily life diet increased by 5.67%compared with before implementation.Conclusion There is a high risk of hospital infection in fever clinics.The PDCA cycle method is applicable to all aspects of the hospital to improve management effectiveness.Conducting a PDCA cycle is an important means for hospitals to improve the medical experience of overseas crew members.Analyzing the results can optimize satisfaction at various stages and minimize the occurrence of hospital infections.

关 键 词：突发公共卫生事件 PDCA 境外船员 满意度 涉外医院 发热门诊 

分 类 号：R197[医药卫生—卫生事业管理]