摘要
目的:通过品管圈活动,保证规范服务语言落实,提高患者满意度。方法:随机抽查全院20%员工在品管圈活动前后对规范服务语言的落实情况;邀请社会监督员(第三方)协助圈员进行原因分析、对策拟定及实施、效果确认,确保数据客观、真实。结果:在温州市"万名群众评医院"的第三方满意度测评中,医院由原来的第3名(88.1分)提高到第1名(88.6分);医院服务态度投诉率由23.5%下降到20%;规范服务语言的客观调查落实率由34.45%提高到60.43%,主观调查落实率由63.16%提高到77.3%。结论:将品管圈活动融入医院规范服务语言落实中,有效提高了患者满意度,降低了投诉率,促进了医患关系和谐,提升了医院美誉度。
Objective: To carry out standard service language and improve patient’s satisfaction by PDCA. Methods: 20% staff was randomly selected to assess the implementing of standard service language before and after carrying out PDCA. The third party was introduced to assist managers to analyze the causes, countermeasures and its implementation, assess its effect. Results: Patient satisfaction rank was increased from the third(88.1) to the first(88.6) in the activity of 10 thousand people assess hospital which was carried out by the third party. The complain rate about service attitude decreased from 23.5% to 20%. The implementation rate increased from 63.16% to 77.3%. Conclusions: PDCA oriented standard service language implementation effectively improves patient’s satisfaction, decreases complain, promotes hospital patient relationship and hospital brand.
出处
《中国医院》
2016年第11期49-50,共2页
Chinese Hospitals
关键词
品管圈
医院服务
规范服务语言
院内培训
PDCA
hospital service
standard service language
training in hospital
