| 医疗服务绩效管理模式与病人满意度 |
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| 引用本文： | 付萍,方孝梅,丁淑萍,舒卫东.医疗服务绩效管理模式与病人满意度[J].中国病案,2011,12(8):39-41. |
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| 作者姓名： | 付萍 方孝梅 丁淑萍 舒卫东 |
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| 作者单位： | 湖北省医药学院附属太和医院信息统计处,十堰市,442000 |
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| 摘 要： | 目的通过医疗服务绩效管理,提高医务人员的服务质量,提升病人满意度。方法通过对全院出院病人电话随访,及时掌握出院病人对医院医疗服务满意程度;制订科室医疗服务绩效目标和考核指标;对全院各级医务人员进行服务理念及绩效目标的培训;应用绩效管理模式对医疗服务质量进行管理。结果出院病人综合满意度从95.69%上升到98.70%。结论明确了服务目标,有效规范了医务人员服务行为,提高了医疗质量和病人满意度,激发了医务人员为病人服务的工作热情,构建了和谐的医患关系,培养了医院忠诚客户。
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| 关 键 词： | 医疗服务 绩效管理模式 出院病人 满意度 |
The Effect of Medical Service Performance Management Mode on Improving Patient's Satisfaction |
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| Fu Ping,Fang Xiaomei,Ding Shuping,Shu Weidong.The Effect of Medical Service Performance Management Mode on Improving Patient's Satisfaction[J].Chinese Medical Record,2011,12(8):39-41. |
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| Authors: | Fu Ping Fang Xiaomei Ding Shuping Shu Weidong |
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| Institution: | Fu Ping,Fang Xiaomei,Ding Shuping,Shu Weidong,Information Statistics Department of Taihe Hospital Affiliated to Hubei Medical College,Shiyan 442000,Hubei Province,China |
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| Abstract: | Objective To improve the quality of medical services and to rise patients satisfaction by medical service performance management.Methods Master the degree of satisfaction of discharged patients by telephone follow-up.Develop medical service performance targets and assessment indicators.Manage the medical service quality by performance management mode.Results The overall satisfaction of discharged patients rise from 95.69% to 98.70%.Conclusion Clear the service target,regulate the service behavior of medical... |
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| Keywords: | Medical service Performance management mode Discharged patients Degree of satisfaction |
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