持续质量改进理论和PDCA方法在提高患者满意度中的应用 Application of continuous quality improvement theory and PDCA in im-provement of the degree of patient satisfaction.pdf

中国医药导报 2015年4月第 12卷第 12期 窑工作探讨 窑 持续质量改进理论和PDCA方法 在提高患者满意度中的应用 冯军强1 郑万松1 安 琦1 陈 娴1 朱 靓2 1.第四军医大学唐都医院袁陕西西安 710038曰2.第四军医大学医学教育教研室袁陕西西安 710032 [摘要] 目的引入持续质量改进理论和PDCA方法作为提高患者满意度的理论和方法袁旨在为医疗管理者和医务 人员提供理论和方法上的借鉴遥 方法选择西部某省会城市一大型三甲医院袁 在2012年 1月~2013年 12月袁对 该医院如何提高患者满意度进行持续调查研究遥通过成立组织尧确定问题尧分析原因尧确定预期目标尧制订实施方 案尧实施尧检查尧处理等8个过程袁运用问卷调查等研究方法袁找出影响患者满意度的问题袁分析问题并实行全方 位的管理加以解决遥 结果经过5轮的持续改进袁研究对象服务质量和工作效率得到了明显改进袁患者满意度得 到了显著提高袁其中袁门诊患者的满意度由原来的40.8%上升为 84.6%曰住院患者的满意度也从原来的38.0%提 高为91.2%遥 结论本研究结合持续质量改进理论和PDCA方法袁为如何提高患者满意度提供了具体方法和步骤袁 对于开展改善服务质量尧构建和谐的医患关系尧提高患者满意度有着重要的意义遥 [关键词] 患者满意度曰持续质量改进曰内涵建设 [中图分类号] R197.323 [文献标识码]A [文章编号] 1673-7210渊2015冤04渊c冤-0147-05 Application of continuous quality improvement theory and PDCA in im鄄 provement ofthe degree ofpatient satisfaction 1 1 1 1 2 FENG Junqiang ZHENG Wansong AN Qi CHENXian ZHULiang 1.TangduHospitalofthe FourthMilitary Medical University, Shaanxi Province, Xi忆an 710038, China;2.Department of MedicalEducation,the FourthMilitary Medical University,ShaanxiProvince, Xi忆an 710032, China [Abstract] Objective To provide theoretical and methodological reference for the purpose of medical management and medical staff by continuous quality improvement theory and PDCA are applied in improvement of the degree of patient satisfaction. Methods A tertiary hospital in the capital city of western province was taken as an example, and how to improve outpatients忆satisfaction was investigated continuously from January 2012 to December 2013. There were eight processes included establishing organizations, identifying problems, analyzing causes, determining the expected target, formulating the implementation plan, o