摘要
目的探讨医院医患关系管理中PDCA循环理论的使用。方法回顾性选取2019年2月—2022年2月江苏省老年病医院分院患者60例,依据管理时间分为常规医院管理组(2019年2月—2021年8月)、PDCA循环理论组(2021年9月—2022年2月)两组,各30例,统计分析两组医疗服务管理类投诉情况、服务满意度、技术满意度、医患关系满意度。结果PDCA循环理论组患者的医疗服务管理类投诉率10.00%(3/30)低于常规医院管理组33.33%(10/30),差异有统计学意义(χ2=4.812,P<0.05)。PDCA循环理论组患者的服务满意度96.67%(29/30)高于常规医院管理组73.33%(22/30),差异有统计学意义(P<0.05)。PDCA循环理论组患者的技术满意度93.33%(28/30)高于常规医院管理组63.33%(19/30),差异有统计学意义(P<0.05)。PDCA循环理论组患者的医患关心满意度93.33%(28/30)高于常规医院管理组70.00%(21/30),差异有统计学意义(χ2=5.455,P<0.05)。结论医院医患关系管理中PDCA循环理论的使用效果较常规医院管理好。
Objective To explore the application of PDCA cycle theory in hospital doctor-patient relationship management.Methods A total of 60 patients from Jiangsu Geriatric Hospital Branch from February 2019 to February 2022 were retrospectively selected and divided into the routine hospital management group(February 2019-August 2021)and the PDCA cycle theory group(September 2021-February 2022)according to management time,30 cases in each group,statistical analysis of complaints about medical service management,service satisfaction,technical satisfaction,and doctor-patient relationship satisfaction in the two groups.Results The complaint rate of medical service management in the PDCA cycle theory group was 10.00%(3/30)lower than 33.33%(10/30)in the routine hospital management group,and the difference was statistically significant(χ2=4.812,P<0.05).The service satisfaction of patients in the PDCA cycle theory group was 96.67%(29/30)higher than 73.33%(22/30)in the routine hospital management group,and the difference was statistically significant(P<0.05).The technical satisfaction of patients in the PDCA cycle theory group was 93.33%(28/30)higher than 63.33%(19/30)in the routine hospital management group,and the difference was statistically significant(P<0.05).The doctor-patient care satisfaction of the PDCA cycle theory group was 93.33%(28/30)higher than 70.00%(21/30)of the routine hospital management group,with a statistically significant difference(χ2=5.455,P<0.05).Conclusion The effect of PDCA cycle theory in hospital doctor-patient relationship management is better than that in conventional hospital management.
作者
丁秀萍
DING Xiuping(General Management Office,Jiangsu Geriatric Hospital Branch,Nanjing Jiangsu 210000,China)
出处
《中国卫生标准管理》
2022年第17期83-86,共4页
China Health Standard Management
基金
江苏省医院协会医院管理创新研究课题(JSYGY-3-2018-351)
江苏现代医院管理研究中心课题(JSY-3-2018-055)。
关键词
医院医患关系管理
常规医院管理
PDCA循环理论
医疗服务管理类投诉
服务满意度
技术满意度
医患关系满意度
hospital doctor-patient relationship management
routine hospital management
PDCA cycle theory
medical service management complaints
service satisfaction
technical satisfaction
doctor-patient relationship satisfaction
