摘要
目的探讨PKU-VPSM工具在全面持续改进全科医师服务质量中的干预价值。方法本次研究自2011年6月—2013年6月展开调查,选择深圳市盐田区2家社康中心作为实验组,另外抽取2家与实验组社康中心规模、政策环境、管理模式、社区类型等类似的社康中心作为对照组,对刚接受服务后的居民进行问卷调查(如接受服务的居民是小孩的,由监护人回答),每家社康中心随机调查200名居民,共调查800名居民。另外对实验组社康中心进行全科医师和中心主任服务质量采用PKU-VPSM工具进行全面持续改进,对比干预前后患者对服务质量的满意度,并将干预后实验组的情况与对照组进行对比。结果干预前,实验组全科医师服务质量与对照组相比,差异没有统计学意义,P>0.05。全面持续改进1年后,患者对实验组社康中心服务质量满意度明显提升,P<0.05。结论 PKU-VPSM工具在全面持续改进全科医师服务质量中的应用,有效地提升了医师服务质量,具有良好的适应性和实用性。
Objective To investigate the intervention value of PKU-VPSM tool continuous improvement in the overall quality of service of general practitioners. Methods This study from June 2011—June 2013 to investigate,select Yantian District,Shenzhen two community health centers as the experimental group,while extracting two community health centers and the scale of the experimental group,the policy environment,management,community and other similar types of community health centers as a control group,after receiving services for the residents of just questionnaires（ such as the inhabitants of a child receiving services,guardian answer）,each community health center random survey 200 residents were surveyed 800 inhabitants. In addition to the experimental group,community health centers,director general practitioners and the quality of service PKU-VPSM tools used to conduct a comprehensive continuous improvement,to compare satisfaction of patients before and after intervention with the quality of service,and the case of the experimental group after the intervention group compared with the control. Results Before the intervention,the experimental group general practitioner service quality was compared with the control group,the difference was not significant,had no statistical significance,P〉0. 05. Comprehensive continuous improvement year after the experimental group were community health center quality of service satisfaction has improved significantly,P〈0. 05. Conclusion PKU-VPSM tool in the overall continuous improvement in the quality of services of general practitioners application can effectively enhance the physician service quality,with good adaptability and practicality.
出处
《中华全科医学》
2014年第9期1436-1438,共3页
Chinese Journal of General Practice
基金
2012年广东省深圳市盐田区科技局项目(20121-11)
