摘要
目的探讨患者满意度结果在医院绩效管理中的应用效果。方法选取2018年1月-12月入院就诊的患者进行满意度调查,并分析患者满意度调查结果在医院绩效管理中的应用价值。结果2018年1月-12月期间对2162名患者开展满意度问卷调查,结果显示住院患者、门诊患者、出院患者、检查患者满意度分别为97.38%、96.64%、92.05%、95.92%,全员综合满意度为96.44%;对患者进行满意度调查后,医院门诊人次、出院人次、床位数明显增加,医疗纠纷明显减少(P<0.05),实施满意度调查后大型手术比例与调查前相比,无明显差异(P>0.05);应用满意度调查结果后住院环境、医护人员态度、医务人员操作水平各项评分明显高于应用满意度调查结果前,平均就诊时间也明显缩短(P<0.05)。结论患者满意度结果用于医院绩效管理中具有一定价值,利于改进医院绩效管理质量,增加门诊人次,减少医疗纠纷,改善住院环境、医务人员服务态度及操作水平,缩短候诊时间,值得应用。
Objective To explore the effect of patient satisfaction in hospital performance management.Methods The patients who were admitted to hospital from January to December 2018 were selected for satisfaction survey,and the application value of patient satisfaction survey results in hospital performance management was analyzed.Results From January to December 2018,a questionnaire survey was conducted on 2162 patients.The results showed that the satisfaction rates of inpatients,outpatients,discharged patients,and inspection patients were 97.38%,96.64%,92.05%,and 95.92%.The overall satisfaction rate was 96.44%.After the patient satisfaction survey,the number of outpatients,discharges,and beds in the hospital increased significantly,and medical disputes decreased significantly(P<0.05).The proportion of major operations after the satisfaction survey was compared with that before the survey.There was no significant difference(P>0.05).After the application of the results of the satisfaction survey,the scores of the hospitalization environment,the attitude of the medical staff and the level of operation of the medical staff were significantly higher than before the application of the results of the satisfaction survey,and the average visit time was significantly shorter(P<0.05).Conclusion The results of patient satisfaction in hospital performance management have certain value,which is beneficial to improve the quality of hospital performance management,increase the number of outpatient,reduce medical disputes,improve the inpatient environment,medical staff service attitude and operation level,and shorten the waiting time.It is worth applying.
作者
钱彦
姜丽娜
周玉兰
QIAN Yan;JIANG Lina;ZHOU Yulan(Shenzhen Longhua District Central Hospital,Shenzhen 518110,China)
出处
《现代医院》
2020年第3期377-379,共3页
Modern Hospitals
关键词
患者满意度
医院绩效管理
应用价值
Patient satisfaction
Hospital performance management
Application value
