第三方满意度评价在完善医院服务中的应用——以某三级综合医院为例

目的:探讨第三方满意度评价在改进医院服务中的作用。方法:由专业的第三方评价机构利用经过专家评定、具有良好信度效度的调查表对湖南省某三级综合医院出院患者进行持续的满意度评价监测,通过PDCA循环法从多方面进行持续改进。描述满意度的变化趋势,并运用方差分析评价PDCA循环在提升医院服务质量中取得的成效。结果:实施第三方满意度评价并运用PDCA循环管理1年,医院服务质量得到持续改进,出院患者满意度显著提高,由90.97%上升到94.09%(P0.001)。结论:通过常态化的第三方满意度监测获取影响患者满意度或体验的因素,借助PDCA循环法对医院管理问题进行改进,是实现医疗服务质量持续改进的有效方法,具有较强的推广价值。

Role of third-party satisfaction evaluations in improving hospital services

Objective: To investigate the role of third-party satisfaction evaluations in improving hospital services. Methods: A satisfaction evaluation in the hospitals of Hunan Province was carried out by a third-party company through survey patients with reliable and valid questionnaires which have been evaluated by experts. Continuous improvements in various areas were then conducted by PDCA cycle method in the given hospital. The trends of patient satisfaction were described and the effectiveness of PDCA cycle in the reform of hospital services was evaluated by the ANOVA statistical method. Results: Service quality has been continually improved and the patient satisfaction of the given hospital has been enhanced (from 90.97% to 94.09%, P<0.001) by the implementation of the third-party satisfaction evaluation and PDCA cycle management. Conclusions: It is an effective way to achieve continuous improvement in the quality of medical services by obtaining factors influencing patient satisfaction by third-party evaluation and making continuous improvement of hospital management by PDCA cycle method.