摘要
患者满意度调查已经成为医院提升诊疗服务质量、促进医院发展的重要管理工具。本研究对上海市23所公立三甲医院的患者满意度测评目的、测评方法、结果应用进行调查研究,经过分析讨论,从测评方法和结果应用两方面为医院管理者提出了相关建议。其中,在测评方法方面,对于目前仅采用传统形式进行测评的医院,应加快医院信息化建设,创新患者满意度测评新形式;在测评结果应用方面,医院管理层应重视测评结果的应用,测评采集到具体的信息,可以成为管理部门有针对性地开展"缺陷管理"的重要抓手,并以此为重点,切实改进医疗服务。
Patient satisfaction survey has become an important hospital management tool on improving healthcare quality and promoting hospital healthy development. In this study, 23 top tertiary public hospitals in Shanghai were selected as the research objects to receive an investigation on the objectives, methods and application of patient satisfaction. Suggestions in aspects of methods and application has been presented. In aspect of assessment method, it is considered to strengthen information system construction and innovate patient satisfaction assessment method and in the aspects of result application, hospital leaders need to pay more attention on the result application. And the details collected in process of assessment can be used as the data of defect management to improve healthcare.
出处
《中国医院》
2017年第9期33-35,共3页
Chinese Hospitals
基金
2016年度上海申康医院发展中心管理研究立项课题(2015SKMR-20)
关键词
公立医院
患者满意度
医疗服务质量
public hospital
patient satisfaction
medical care quality
