基于集团化管理模式的国企医院门诊服务改善实践与效果  

Outpatient service improvement in state-owned enterprise-affiliated hospitals based on a group management model:practice and performance

作　　者：刘秀[1] 王炳龙 胡志民[1] Liu Xiu;Wang Binglong;Hu Zhimin(School of Health Policy and Management,Chinese Academy of Medical Sciences&Peking Union Medical College,Beijing 100005,China)

机构地区：[1]中国医学科学院/北京协和医学院卫生健康管理政策学院,北京100005

出　　处：《中国医疗管理科学》2024年第6期54-61,共8页Chinese Journal Of Medical Management Sciences

摘　　要：目的探索国企医院改善医疗服务、提升患者体验的管理模式,分析集团化管理模式下门诊服务改善专项行动的实践效果。方法基于集团化管理模式,聚焦门诊就诊各环节,结合医院发展现状、特色优势、门诊就诊环境、患者需求等,采取有针对性的干预措施,开展持续性的门诊服务改善专项行动。以参与门诊服务改善专项行动的32家医院为样本,采用SPSS 27.0等分析软件,通过对患者满意度和门诊人次等相关指标进行回顾性分析,探究集团化管理模式下的国企医院门诊服务改善的实践效果。结果实施门诊服务改善专项行动1年后,门诊患者满意度和门诊人次均显著提升,且这种积极效果普遍存在,不受医院级别、员工数、床位规模等因素的影响,但医院所属区域会影响门诊患者满意度的提升程度。结论集团化管理模式能够普遍有效地改善国企医院的门诊服务,提升患者体验,国企医院门诊服务改善在坚持以公益性为主导的同时兼顾了经营效益。Objective To explore the management model for improving medical services and upgrading patient experience in state-owned enterprise affiliated hospitals(SOEHs)and to analyze the effectiveness of the special action for outpatient service improvement under the group management model.Methods Utilizing the group management model,a series of targeted interventions and sustained special actions were implemented,focusing on all links of outpatient services including the hospital developmental status,featured strengths,service environment,and patient needs.Taking 32 hospitals involved in the special action as samples and using SPSS 27.0 software package and other tools,a retrospective analysis of related indicators including patient satisfaction and outpatient visits was performed to investigate outpatient service improvements under the group management model in these SOEHs.Results One year after the implementation of the special action,both patient satisfaction and outpatient visits were significantly increased,and such positive change was consistently observed across various hospitals,regardless of factors such as hospital tier,staff numbers,or bed capacity.However,the geographic location did influence the degree of improvement in outpatient satisfaction.Conclusion The group management model can universally and effectively improve the outpatient services and upgrade patient experience in SOEHs,which achieved good economic benefits while adhering to the principle of public welfare as the priority.

关 键 词：医疗服务改善 患者满意度 门诊人次 国企医院 患者体验 

分 类 号：R197.3[医药卫生—卫生事业管理]