摘要
目的探讨基于顾客满意理论的医院管理对患者就医体验及满意度的影响。方法选取2020年6月—2021年12月南通市第二人民医院参与医院管理工作的50名工作人员为研究对象,按照医院管理策略的不同分为2020年6月—2021年3月(实施传统医院管理策略)和2021年4—12月(实施基于顾客满意理论的医院管理策略)两个阶段,采用问卷调查的方式比较工作人员不同阶段的工作满意度情况;另外对同时间段在本院就诊的826例患者展开调查,其中2020年6月—2021年3月就诊的409例患者纳入对照组;其余2021年4—12月就诊的417例患者纳入研究组。比较在两种不同医院管理策略下患者就医体验的差异。结果研究组就医体验中物理环境与便利、医患沟通、医疗信息、医疗费用、短期诊疗结果和医疗服务总体评价均高于对照组,差异有统计学意义(P<0.05)。50名工作人员对2021年4—12月阶段工作本身、工作回报、领导行为、工作环境及医院管理制度方面的满意度评分均高于2020年6月—2021年3月阶段的满意度评分,差异有统计学意义(P<0.05)。结论在医院管理过程中运用顾客满意理论不仅可以改善患者的就医体验,还有助于提升工作人员对工作各方面的满意度,对于构建和谐的医患关系,确保医院各项管理工作有条不紊地开展及提高医疗服务质量等方面均有积极作用。
Objective To explore the impact of hospital management based on customer satisfaction theory on patient experience and satisfaction.Methods 50 staff members who participated in hospital management in Nantong Second People's Hospital from June 2020 to December 2021 were selected as the research objects.According to different hospital management strategies,it is divided into two stages:from June 2020 to March 2021(implementing traditional hospital management strategies)and from April to December 2021(implementing hospital management strategies based on customer satisfaction theory).The questionnaire survey was used to compare the job satisfaction of the staff at different stages.In addition,an investigation was conducted on 826 patients who were treated in the hospital during the same time period.Among them,409 patients who visited the clinic from June 2020 to March 2021 were included in the control group;the remaining 417 patients who visited the clinic from April to December 2021 were included in the research group.To compare the differences in patients'experience of medical treatment under two different hospital management strategies.Results The physical environment and convenience,doctor-patient communication,medical information,medical expenses,short-term diagnosis and treatment results,and overall evaluation of medical services in the research group were higher than those in the control group,and the differences were statistically significant(P<0.05).Satisfaction scores of 50 staff on the work itself,work reward,leadership behavior,work environment and hospital management system from April to December 2021 were all higher than the satisfaction scores from June 2020 to March 2021,and the difference was statistically significant(P<0.05).Conclusion The application of customer satisfaction theory in the hospital management process can improve the patient's medical experience,but also help improve the staff's satisfaction in all aspects of work,and has a positive effect on building a harmonious doctor-patient relationship,ensuring the orderly development of hospital management,and improving the quality of medical services.
作者
任建兵
姚丽娟
袁华
白佳燕
陈昊洋
宗慧敏
Ren Jianbing;YAO Lijuan;YUAN Hua;BAI Jiayan;CHEN Haoyang;ZONG Huimin(Department of Dean's Office,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China;Propaganda Department,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China;Department of Finance Section,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China;Youth League Committee,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China;Department of Nursing,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China;Department of Organization and Personnel Section,Nantong Second People's Hospital,Nantong,Jiangsu Province,226002 China)
出处
《中国卫生产业》
2022年第14期21-25,共5页
China Health Industry
基金
2022年度江苏省卫生健康经济管理研究(CW202242)。
关键词
医院管理
顾客满意理论
就医体验
满意度
医疗服务质量
Hospital management
Customer satisfaction theory
Medical experience
Satisfaction
Medical service quality
