优化门诊服务管理的实践与体会.pdfVIP

2016 年第 29 卷第 10 期 · 医 疗 管 理 优化门诊服务管理的实践与体会 张 茹，毛燕飞△ 甘肃省妇幼保健院，甘肃 兰州 730050 ［摘 要］目的：针对患者满意度调查中反馈的相关意见，从优化门诊流程、改善环境、规范门诊管理，细 化门诊服务入手，使门诊患者满意度上升 8%。 方法：收集 2015 年 1～7 月门诊患者满意度调查问卷资料进行回 顾性统计分析，问卷共计 9 135 份，内容涉及就诊环境、就诊流程、便捷服务、服务质量、收费、选择医院就诊原 因、需加强及改进部分等 7 大项 23 分项，通过 SPPS 13.0 统计软件进行分析。 结果：2015 年 1～7 月与 2014 年 同期相比门诊患者总体满意度度提升 8%。 结论：通过实时了解患者需求，创新服务理念及管理机制，为患者提 供高于其期望值的服务，不断提升门诊服务质量及管理水平。 ［关键词］优化；服务管理；满意度 ［中图分类号］R197.4 ［文献标识码］A ［文章编号］1004-6852(2016)10-0083-03 Practice and Experience of Optimizing Outpatient Service and Management ZHANG Ru, MAO Yanfei△ Maternal and Child Health Care Hospital of Gansu Province, Lanzhou 730050, China Objective: According the feedbacks of patients satisfaction survey, to make the outpatients satis- faction rate rise 8% by optimizing of outpatient procedures, improving the environment, standarding outpatient man- agement, refining the outpatient service. Methods: A retrospective statistical analysis was carried out on the data of outpatients satisfaction survey from January to July in 2015. 9 135 questionnaires were collected totally, the content of which including medical environment, medical treatment process, convenient service, service quality, charge, rea- sons for hospital visits and parts that need to be strengthen and improved, totally 7 categories with 23 items. The questionnaires were analyzed by SPPS 13.0 Results: Compared with the same period in 2014, the overall satisfaction of outpatients from January to July in 2015 increased by 8%. Conclusion: Real-time understanding of the needs of patients and innovating service concept a