| 摘要: |
| 目的 探索和建立以患者满意度为导向的医疗服务质量持续改进管理新模式。方法 分别于2013年7—8月（改进前）和2014年3—4月（改进后）两个阶段的各500例出院患者采用随机留置问卷法进行问卷调查。对调查的数据采用SPSS17.0进行统计分析，并对比两次调查结果。结果 经过有针对性地实施改进措施半年后，再次调查时亟需改进的3个指标的满意度显著改善。结论 以患者满意度为导向的医疗服务质量持续改进管理，对提升医疗服务质量有着积极的推动作用，是医院运营思想的变革。 |
| 关键词: 满意度 医疗服务 质量管理 |
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| Continuous Improvement of Quality Management of Medical Treatment Service Based on Patients, Satisfaction |
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| Abstract: |
| Objective To explore and establish a new management model， which taking patients’ satisfaction’s degree as guidance in continuous improvement of medical service quality.Methods Using retention survey two groups of 500 cases each with information of patient on medical service quality were stochastically collected between July- August 2013(beforimprovement)and between March- April 2014(after improvement). The survey data were statistically analyzed by using SPSS17.0,and compared the groups.Results Throughing the targeted improvement measures,satisfaction of the three indicators which need to be improved increase significantly after half a year. Conclusion Taking patients’ satisfaction’s degree as guidance in management of continuous improvement of medical service quality play positive action in improving the quality of medical services. |
| Key words: satisfaction degree, quality management , medical treatment service |
