中国医院
中國醫院
중국의원
CHINESE HOSPITALS
2014年
11期
51-53
,共3页
夏磊%曾庆%陆洋%唐晓莉%张欣%马丽春%刘莎%艾祎%赵丽%许树强
夏磊%曾慶%陸洋%唐曉莉%張訢%馬麗春%劉莎%艾祎%趙麗%許樹彊
하뢰%증경%륙양%당효리%장흔%마려춘%류사%애의%조려%허수강
PDCA%患者满意度%医疗质量
PDCA%患者滿意度%醫療質量
PDCA%환자만의도%의료질량
PDCA%patient satisfaction%medical quality
目的：科学评价医院实施PDCA取得的成效，进而提升医院服务质量。方法：委托社会第三方以电话回访的形式对实施PDCA前后的出院患者进行满意度调查，两次样本量均在1000人次以上，调查内容涵盖医疗服务质量、医疗服务态度、医疗反应性、医疗服务环境、尊重患者权益、医德医风等项目。结果：实施PDCA前后的15项患者满意度指标中有11项差异具有统计学意义（P<0.05）。结论：医院在全员、全业务流程开展的PDCA持续改进取得了显著成效；医院在医疗、护理服务质量方面有较大改进，而在后勤管理方面仍有较大提升空间；患者满意度调查为量化评估PDCA在医院的实施效果开辟了途径，为医院改进服务质量提供了可靠依据。
目的：科學評價醫院實施PDCA取得的成效，進而提升醫院服務質量。方法：委託社會第三方以電話迴訪的形式對實施PDCA前後的齣院患者進行滿意度調查，兩次樣本量均在1000人次以上，調查內容涵蓋醫療服務質量、醫療服務態度、醫療反應性、醫療服務環境、尊重患者權益、醫德醫風等項目。結果：實施PDCA前後的15項患者滿意度指標中有11項差異具有統計學意義（P<0.05）。結論：醫院在全員、全業務流程開展的PDCA持續改進取得瞭顯著成效；醫院在醫療、護理服務質量方麵有較大改進，而在後勤管理方麵仍有較大提升空間；患者滿意度調查為量化評估PDCA在醫院的實施效果開闢瞭途徑，為醫院改進服務質量提供瞭可靠依據。
목적：과학평개의원실시PDCA취득적성효，진이제승의원복무질량。방법：위탁사회제삼방이전화회방적형식대실시PDCA전후적출원환자진행만의도조사，량차양본량균재1000인차이상，조사내용함개의료복무질량、의료복무태도、의료반응성、의료복무배경、존중환자권익、의덕의풍등항목。결과：실시PDCA전후적15항환자만의도지표중유11항차이구유통계학의의（P<0.05）。결론：의원재전원、전업무류정개전적PDCA지속개진취득료현저성효；의원재의료、호리복무질량방면유교대개진，이재후근관리방면잉유교대제승공간；환자만의도조사위양화평고PDCA재의원적실시효과개벽료도경，위의원개진복무질량제공료가고의거。
Objectives: To scientifically evaluate the effectiveness of implementing PDCA in the hospital and improve hospital quality. Methods:The independent third party carried out survey on outpatient satisfaction before and after the implementation of PDCA by telephone. The sample sizes of two times were all more than 1000 people. The content of the survey covered the quality of medical service, medical service attitude, reactivity, medical service environment, respecting for the rights of patients and medical ethics. Results:There are 11 patient satisfaction indicators in 15 are significantly improved (P<0.05) after implementing PDCA. Conclusions:There is great effectiveness on full implementing PDCA in hospital. Medical service and nursing service quality is significantly improved but logistic service only improved a little. Patient satisfaction survey opens a new way for evaluating the quantitative of hospital PDCA effect, and provides a reliable basis for hospital to improve the service quality.
