摘要
目的分析社区医院医患关系存在的问题及原因,探索党建引领下、PDCA循环应用于社区医院优化医患关系中的效果。方法以金山区朱泾镇、金山卫镇和石化街道三家社区卫生服务中心为例。收集2020年1月—2022年2月医疗服务类投诉或咨询建议资料,运用《医患关系量表PDRQ》开展医患关系调查,分析基层医院医患关系存在问题的原因,探索如何在党建引领下运用PDCA循环管理法进行干预,干预结束后开展终末调查并比较干预前后医患关系改善情况。结果干预后患者医患关系评分为(65.43±7.337)分,较干预前(62.50±8.050)分明显提升,干预前后患者医患关系评分比较差异有统计学意义(P<O.05);干预后医务人员医患关系评分为(46.10±4.960)分,较干预前(42.57±5.354)分明显提升,干预前后医务人员医患关系评分比较差异有统计学意义(P<O.05)。干预后医患双方对医患关系的评价等次为好的比例较干预前均提升,干预后医患双方对医患关系的评价等次为一般和差的比例较干预前均下降。2022年3—9月,三家社区医院共收到医疗服务类投诉或咨询建议(12345市民热线)工单47件,较2020年1月—2022年2月月平均下降31.15%。结论强化党建引领,同时采用PDCA循环管理法可有效优化基层医院医患关系,对构建和谐医患关系、助力健康中国有借鉴意义。
Objective To analyze the problems of the doctor-patient relationship in community-level hospitals and the causes of these problems and explore the effect of applying the PDCA cycle management method to optimize this relationship guided by the Party building.Methods Taking three community health care centers in Zhujing Town,Jinshanwei Town and Shihua Avenue in Jinshan District as an example,this paper collected data of complaints or consultations on medical services from January 2020 to February 2022,investigated the doctor-patient relationship with the Doctor-patient Relationship Scale PDRQ,and analyzed the causes of these problems in primary-level hospitals.Then it explored how to apply PDCA cycle management to intervene in the process directed by the Party building.Afinal investigation was conducted to compare the improvement of doctor-patient relationship before and after the intervention.Results The score of doctor-patient relationship by the patients after intervention was significantly higher than that before intervention(65.43±7.337 vs.62.50±8.050,P<0.05).The score of doctor-patient relationship by the medical staff after intervention was significantly higher than that before intervention(46.10±4.960 vs.42.57±5.354,P<0.05).After intervention,the proportion of doctors and patients who both rated the doctor-patient relationship as“good”increased compared with before intervention,while the proportion of doctors and patients who both rated the doctor-patient relationship as“average”or“poor”decreased compared with before intervention.From March to September 2022,three community-level hospitals received a total of 47 medical service complaints or advice through the citizen hotline of 12345,with an average decrease of 31.15%from January 2020 to February 2022.Conclusion Strengthening the leadership of Party building and adopting the PDCA cycle management can effectively optimize the doctor-patient relationship in primary-level hospitals,which has some significance for building a harmonious doctor-patient relationship and implementing the Healthy China Initiative.
作者
聂莲莲
徐在华
向诚
张剑平
刘芳
NIE Lianlian;XU Zaihua;XIANG Cheng;ZHANG Jianping;LIU Fang(Community Health Service Center in Zhujing Town,Shanghai 201599,China;Jinshan District Public Health Bureau,Shanghai 200540,China)
出处
《现代医院》
2023年第5期700-702,共3页
Modern Hospitals
基金
上海市医务工会理论研究重点课题(2022YGL03)。
关键词
党建引领
PDCA循环管理法
医患关系
效果研究
Party building leadership
PDCA cycle management
Doctor-patient relationship
Effect research
