PDCA 循环法在三级甲等医院入院处提高患者满意度中的应用

摘要

Objective To discuss the application of PDCA circulation method to improve the patients'satisfaction management at outpatient service admission office .Methods According to the status of the admission office ,the quality problems were found out . The cause and influence factors were analyzed .The measures and plan were made and implemented .The effect was investigated and the improvement measures and plan implementation were summarized .The changes in patient satisfaction before ( October 2012 ,December 2012 ) and after ( October 2014 ,December 2014 ) PDCA application were compared .Results The satisfaction rate of the patients in the hospital after PDCA application was significantly improved when compared to before application ( P<0.05 ) .Conclusion The PDCA circulation management can effectively improve the satisfaction degree of hospital admission .%目的：探讨PDCA循环法在提高门诊入院处患者满意度管理中的应用。方法根据入院处的工作现状，找出质量问题，分析产生质量问题的原因和影响因素，制定措施和计划并实施；调查效果，跟进检查，提高措施和计划落实的有效性；总结检查的结果，对成功经验加以肯定，并予以标准化，提出未解决的问题，转入下一个PDCA循环。比较PDCA循环运用前（2012年10～12月）和运用后（2014年10～12月）门诊入院处患者的满意度。结果实施PDCA循环后患者对门诊入院处的满意度提高，与实施前比较差异有统计学意义（ P＜0.05）。结论在门诊入院处运用PDCA循环管理可有效提高入院患者的满意度。