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利用澳大利亚住院病人满意度监测工具(VPSM),采取随机抽样的方法,在2006年4月和12月分别抽取北京肿瘤医院某一周所有的出院病人进行院外调查,分析两次监测住院病人观点的变化。在第一次调查后,医院采取了健全与完善各项规章制度、加大对医务人员培训力度、提高非医疗性服务的水平、加强医患沟通等改善医疗服务质量的措施。与第一次调查相比,第二次调查时病人的总满意度、住院服务有效性评价、各服务质量指数等均有显著性提高。2006年12月与4月相比,医疗服务质量有了显著改善。VPSM所采用的分析方法简单直观,可为管理者提供持续质量改进的科学证据。
Using the Australian Patient Satisfaction Monitoring Tool (VPSM), we randomly selected all discharged patients from Beijing Oncology Hospital in April 2006 and December 2006 for out-of-hospital investigation to analyze the changes of inpatients’ opinions twice . After the first investigation, the hospital adopted various measures to improve and perfect the medical service quality, such as strengthening the rules and regulations, strengthening the training of medical personnel, improving the level of non-medical services and strengthening the communication between doctors and patients. Compared with the first survey, the second survey of patients’ total satisfaction, the effectiveness of hospital services, the quality of service index were significantly improved. December 2006 Compared with April, the quality of medical care has been significantly improved. The analytics employed by VPSM are straightforward and intuitive and provide managers with scientific evidence of continuous quality improvement.