门诊实行优质服务措施与成效.docVIP

门诊实行优质服务措施与成效 　　[摘要] 目的 总结门诊实行优质服务后的效果及患者对北京小汤山医院（以下简称“我院”）的满意度。 方法 随机选取2011年1～2月我院门诊输液室患者600例，调查门诊患者就诊时的普遍心理需求，根据患者心理需求实施多种举措，从优化就医环境、完善服务设施、对医务人员进行综合培训、优化服务流程、提供便民措施、落实各项管理、多项检查并举七方面进行改进，对比实施优质服务前后门诊患者投诉及医患纠纷、患者满意度及就诊量的变化。 结果 2010～2014年患者投诉、医患纠纷分别为15、11、9、7、5人次；2010～2014年门诊就诊分别为29 039、31 101、37 414、51 078、61 437人次；2010～2014年门诊患者满意度分别为88%、89%、92%、95%、96%。2013年北京市医管局对市属21家医院进行患者满意度调查，我院门诊部4个季度满意度排名依次为第15位、第7位、第5位、第3位。 结论 我院门诊实行优质服务提高???医疗服务质量，增加了就诊患者数，提升了患者满意度。 　　[关键词] 门诊；优质服务；措施；成效 　　[中图分类号] R197 [文献标识码] A [文章编号] 1673-7210（2015）05（c）-0157-06 　　[Abstract] Objective To summarize the effects of practicing quality service in outpatient of Beijing Xiaotangshan Hospital （“our hospital” for short） and the patients satisfaction. Methods 600 cases of patients in Outpatient Transfusion Room of our hospital were randomly selected from January to February 2011. Common psychological needs of patients were investigated in outpatient. According to patients psychological needs given a variety of measures， including optimization of medical environment， perfecting service facilities， comprehensive training of medical staff， optimization of service progress， providing convenient measures， management implementation， combination of a number of checks. Changes of patients complaints and doctor-patient disputes， satisfaction of patients， medical consultations were compared before and after quality service practice. Results From 2011 to 2014 there were 15， 11， 9， 7， 5 cases of patients complaints and doctor-patient dispute； amounts of outpatient medical consultations were 29 039， 31 101， 37 414， 51 078， 61 437 cases； outpatient satisfaction rates were 88%， 89%， 92%， 95%， 96%. In 2013 patients satisfaction of 21 hospital in Beijing was surveyed by Beijing hospital authority， the results of patients satisfaction of our hospital ranked 15， 7， 5， 3 of four quarters. Conclusion Practice of quality service in our hospital can improve the medical service quality， increase the number of hosp