医务社工与志愿者在医院服务管理中作用的评价

目的 通过实证调查采集患者、医务工作者和志愿者对医务社工及志愿者工作的评价,解析医务社工及志愿者在医院服务管理中的作用.方法 采用问卷调查、文献查阅、深度访谈法,调研上海市3家三级甲等公立医院获取第一手资料.结果 调查结果显示,患者、医务人员及医务管理人员高度认可医务社工与志愿者在医院服务管理的作用.结论 医务社工和志愿者在医院服务管理中能发挥独特的作用,可以增进医患沟通,缓解或预防医患矛盾,给患者更多人文关怀和增值服务,一定程度上解决了医患之间的诊治经费问题,提升服务品质,降低人力成本,应当得到全社会更多的重视.

Role Evaluation of Medical Social Workers and Volunteers in Hospital Service Management

Objective By making empirical investigation and collecting evaluation data of patients,medical workers and volunteers on the work of medical social workers and volunteers,to interpret the role of medical social workers and volunteers in hospital service management.Methods Making research of grade three public hospitals in Shanghai and obtaining first-hand information,adopting questionnaire,literature review and in-depth interviews.Results It is revealed that medical social workers and volunteers are highly recognized for their role in hospital service management by patients,medical workers and management staff.Conclusion Medical social workers and volunteers make special contribution to hospital service management in improving the communication between clinicians and patients,appeasing or preventing conflicts,and providing more humanistic care and other value-added services to patients.Their work could solve health funding shortage to some extent,improve service quality and reduce labor costs,thus deserve more attention from the whole society.