摘要
目的随着医疗市场的快速发展,患者的医疗需求逐渐差异化,医院管理模式应随之改进,优化门诊管理流程,更好的服务于患者,该研究主要分析以患者价值链理论为导向的门诊管理模式。方法选取2017年12月—2018年12月于该院就诊的400例患者为调查对象,行以患者价值链理论为导向的门诊流程管理,并对其管理结果进行分析。结果该研究共回收调查问卷378份,有效问卷365(91.25%)份,受调查人员对门诊流程管理满意度为85.48%,在门诊服务项目中,医疗环境、医疗质量、服务态度、等待时间、价格是影响患者满意度的主要因素。结论在门诊流程管理中可采用以患者价值链理论为导向的管理模式,优化各价值链节点,从而提高患者就诊满意度与医院的竞争力。
Objective With the rapid development of the medical market,the medical needs of patients are gradually differentiated,the hospital management model should be improved,the outpatient management process should be optimized,and patients should be better served.This study mainly analyzes the patient value chain theory guided outpatient management model.Methods A total of 400 patients who were admitted to the hospital from December 2017 to December 2018 were enrolled.The patient value chain theory-oriented outpatient process management was selected and the management results were analyzed.Results A total of 378 questionnaires were collected in this study.365(91.25%)of the questionnaires were valid.The satisfaction of the investigators on the outpatient process management was 85.48%.In the outpatient service projects,the medical environment,medical quality,service attitude,waiting time,price were the main factors affecting patient satisfaction.Conclusion In the outpatient process management,the patient value chain-oriented management model can be used to optimize the value chain nodes,thus improving patient satisfaction and hospital competitiveness.
作者
谢胜新
华峰
唐艳
XIE Sheng-xin;HUA Feng;TANG Yan(Department of Pharmacy,People's Hospital of Xishan District,Wuxi,Jiangsu Province,214011 China)
出处
《中国卫生产业》
2019年第34期35-37,共3页
China Health Industry
关键词
患者价值链理论
管理模式
门诊
流程管理
Patient value chain theory
Management model
Outpatient
Process management
