PDCA管理在医院投诉管理中的实践与成效  

Practice and Effectiveness of PDCA Management in Hospital Complaint Management

作　　者：吴依盟 WU Yimeng(Office,People′s Hospital Affiliated of Quanzhou Medical College,Quanzhou Fujian 362000,China)

机构地区：[1]泉州医学高等专科学校附属人民医院办公室,福建泉州362000

出　　处：《中国卫生标准管理》2024年第17期53-56,共4页China Health Standard Management

摘　　要：目的分析在医院投诉管理中运用PDCA管理的效果,为医院医疗服务提供指导。方法泉州医学高等专科学校附属人民医院于2022年1月在医院投诉管理中运用了PDCA管理,将2021年1—12月作为PDCA管理前,将2022年1—12月作为PDCA管理后,分别选择不同管理时期的门诊及出院患者各400例为研究对象。分析PDCA管理前后的患者满意度、医疗服务质量情况。结果PDCA管理后的患者满意度为99.00%,高于PDCA管理前的96.50%,差异有统计学意义(P=0.017)。PDCA管理后的服务态度评分为(94.62±3.41)分,服务流程为(94.73±3.49)分,服务环境为(93.69±3.84)分,服务价格为(94.38±2.69)分,各项医疗服务质量评分均高于PDCA管理前,差异有统计学意义(P<0.05)。结论PDCA管理的实施,可促进患者满意度及医疗服务质量提升,进一步健全患者安全管理体系,对医院高质量发展具有重要意义。Objective To analyze the effectiveness of using PDCA management in hospital complaint management and provide guidance for hospital medical services.Methods People′s Hospital Affiliated of Quanzhou Medical College applied PDCA management in hospital complaint management in January 2022.The period from January to December 2021 was taken as the period before PDCA management,and the period from January to December 2022 was taken as the period after PDCA management.400 outpatient and discharged patients from different management periods were selected as the research objects to analyze the patient satisfaction and medical service quality before and after PDCA management.Results The satisfaction of patients after PDCA management was 99.00%,which significantly higher than 96.50%of before PDCA management,and the difference between groups was significant(P=0.017).After PDCA management,the service attitude score was(94.62±3.41)point,the service process score was(94.73±3.49)point,the service environment score was(93.69±3.84)point,and the service price score was(94.38±2.69)point.All the medical service quality scores were significantly higher than those before PDCA management,with significant difference(P<0.05).Conclusion The implementation of PDCA management can promote patient satisfaction and improve the quality of medical services,further improve the patient safety management system,and it′s of great significance for the high-quality development of hospitals.

关 键 词：PDCA管理 医院投诉 满意度 医疗服务 质量评分 解决措施 

分 类 号：R197[医药卫生—卫生事业管理]