医院后勤综合满意度评价体系的建立及满意度提升实践  

Establishment of the Comprehensive Satisfaction Evaluation System and Satisfaction Improvement Practice for Hospital Logistics

作　　者：吴秀杰[1] 严芸 俞涛[1] 方婷 WU Xiujie;YAN Yun;YU Tao;FANG Ting

机构地区：[1]杭州师范大学附属医院,杭州310000 [2]杭州市临平区中西医结合医院,杭州311199

出　　处：《中国医院建筑与装备》2024年第8期46-50,共5页Chinese Hospital Architecture & Equipment

摘　　要：文章建立了覆盖全面、可操作性强的后勤综合满意度评价体系,将PDCA应用于满意度提升实践。根据基线调查结果,通过原因分析,找出关键点,制订计划、落实举措、跟踪结果,达到了预定目标值,并形成了后续长效的改进机制。得出后勤管理应秉承持续改进的理念,不断提升后勤管理效能、优化服务流程、提升服务品质,由规范化向精细化进而向个性化管理迈进的结论和建议。The article establishes a full coverage and operable logistics comprehensive satisfaction evaluation system for medical staff,applying PDCA to the practice of satisfaction improvement.Based on the baseline survey results,key points are identified,plans are formulated,measures are implemented,and results are tracked through cause analysis to achieve the predetermined target value,forming a follow-up long-term improvement mechanism.The conclusion and suggestions are drawn that logistics management should adhere to the concept of continuous improvement,continuously enhance logistics management efficiency,optimize service processes,and improve service quality,moving from standardized to refined and then to personalized management.

关 键 词：医院 后勤管理 后勤满意度 评价体系 指标 

分 类 号：R197.3[医药卫生—卫生事业管理]