PDCA循环在提升门诊患者满意度中的应用  

Application of PDCA Cycle in Improving Satisfaction of Outpatients

作　　者：林雅萱 黄招美 叶庭玉 王昌会 李桦 杨日玲 LIN Yaxuan;HUANG Zhaomei;YE Tingyu;WANG Changhui;LI Ye;YANG Riling(Department of Outpatient,Ningde Municipal Hospital of Ningde Normal University,Ningde Fujian 352100,China)

机构地区：[1]宁德师范学院附属宁德市医院门诊部,福建宁德352100

出　　处：《中国卫生标准管理》2025年第4期92-96,共5页China Health Standard Management

摘　　要：目的 探讨计划-实施-检查-处理(plan-do-checkact,PDCA)循环在提升门诊患者满意度中的应用价值。方法针对宁德师范学院附属宁德市医院2022年8—10月回收的619份有效满意度问卷存在的问题进行分析,应用PDCA循环管理模式制订改进措施并加以实施,再统计2023年7—9月回收的663份有效满意度问卷,将实施前后的满意度进行对比,评价整改效果,并将未解决的问题带入下一个PDCA循环。结果 实施后,门诊患者服务态度满意度、就诊环境满意度、就诊流程满意度、服务质量满意度分别为88.99%、97.74%、97.44%、97.13%,均高于实施前的71.73%、88.21%、84.17%、88.05%,差异有统计学意义(P <0.001)。实施后,门诊患者候诊时间为(23.61±3.15)min,短于实施前的(29.93±4.45)min,差异有统计学意义(P <0.001)。结论将PDCA循环应用于门诊患者满意度持续改进中,可明显提升门诊患者满意度,缩短门诊患者预约后平均等待时间,改善患者就医体验。Objective To explore the application value of plan-do-check-act(PDCA)cycle in improving satisfaction of outpatients.Methods An analysis was conducted for finding problems in the 619 valid satisfaction questionnaires collected from August to October 2022 in Ningde Municipal Hospital of Ningde Normal University.The PDCA cycle management model was applied to develop improvement measures and implement them.Then,663 valid satisfaction questionnaires collected from July to September 2023 were counted.When then comapred the satisfaction before and after rectification to evaluate the effectiveness of rectification.The unresolved problems were brought into the next PDCA cycle.Results After the implementation, the satisfaction of outpatient service attitude, treatment environment, treatment process and service quality were 88.99%, 97.74%, 97.44% and 97.13%, respectively, which were higher than 71.73%, 88.21%, 84.17% and 88.05% before the implementation, the differences were statistically significant (P < 0.001). After the implementation, the waiting time of outpatient patients was (23.61±3.15) min, which was shorter than (29.93±4.45) min before the implementation, and the difference was statistically significant (P < 0.001). Conclusion The application of PDCA cycle in the continuous improvement of outpatient satisfaction can significantly improve the satisfaction of outpatient patients, shorten the average waiting time of outpatient patients after appointment, and improve the medical experience of patients.

关 键 词：PDCA循环 满意度 门诊部 门诊患者 就诊流程 服务质量 

分 类 号：R197[医药卫生—卫生事业管理]