摘要
目的探讨加强投诉管理在提升住院患者满意度中的应用价值。方法回顾性分析选取泰州市人民医院20名医护人员的资料,以2020年1—12月实施的常规投诉管理模式为对照组,以2021年1月—2023年2月实施的加强投诉管理模式为研究组,对比两组的医务质量及对医护人员满意度评分。结果研究组患者对医护人员各维度满意度均显著高于对照组,研究组医护人员医务质量各维度评分均显著高于对照组,差异有统计学意义(P<0.05)。结论加强投诉管理可提升本院医护工作者的医护质量,为患者提供更好的诊疗和护理服务,同时改善医患关系,显著提升住院患者的满意度,值得借鉴推广。
Objective To explore the application value of strengthening complaint management in improving inpatient satisfaction.Methods Retrospectively analyed clinical data of twenty medical and nursing staff of Taizhou People´s Hospital were selected for this study.The conventional complaint management model implemented from January to De⁃cember 2020 was used as the control group.The enhanced complaint management model implemented from January 2021 to February 2023 was used as the study group,and compared of medical quality and satisfaction scores for medi⁃cal staff between two groups.Results The satisfaction of patients of medical staff in the study group was significantly higher in all dimensions than that of the control group,and the scores of medical quality in all dimensions of the study group were significantly higher than that of the control group,and the difference was statistically significant(P<0.05).Conclusion The strengthening of complaint management can now improve the quality of medical care of medical and nursing workers in our hospital,provide better diagnosis and care services for patients,and improve the doctor-patient relationship and significantly increase the satisfaction of inpatients in our hospital,which is worthy of reference and promotion.
作者
黄浩明
周晓清
HUANG Haoming;ZHOU Xiaoqing(Practice Management Office,Taizhou People´s Hospital,Taizhou,Jiangsu Province,225300 China)
出处
《中国卫生产业》
2023年第9期43-46,共4页
China Health Industry
关键词
投诉管理
住院患者
满意度
Complaint management
Inpatients
Satisfaction
作者简介
黄浩明(1989-),女,本科,助理研究员,研究方向为医院投诉舆情的受理、转接及回复;通信作者:周晓清(1975-),女,本科,副研究员,研究方向为医院管理,E-mail:565726315@qq.com。
