目的通过医疗服务绩效管理,提高医务人员的服务质量,提升病人满意度。方法通过对全院出院病人电话随访,及时掌握出院病人对医院医疗服务满意程度;制订科室医疗服务绩效目标和考核指标;对全院各级医务人员进行服务理念及绩效目标的培训;应用绩效管理模式对医疗服务质量进行管理。结果出院病人综合满意度从95.69%上升到98.70%。结论明确了服务目标,有效规范了医务人员服务行为,提高了医疗质量和病人满意度,激发了医务人员为病人服务的工作热情,构建了和谐的医患关系,培养了医院忠诚客户。 Objective To improve the service quality of medical personnel and improve patient satisfaction through the performance management of medical service. Methods By telephone follow-up of patients discharged from the hospital, the satisfaction of discharged patients to the hospital medical services was grasped in time; performance indicators and assessment indicators of departmental medical services were formulated; training of service personnel and performance targets at all levels of the hospital was conducted; Model to manage the quality of medical services. Results The satisfaction of discharge patients increased from 95.69% to 98.70%. Conclusion The service objective is clarified, the service behavior of medical personnel is effectively regulated, the quality of medical treatment and patient satisfaction are improved, the enthusiasm of medical staff for patient service is stimulated, the harmonious relationship between doctor and patient is established, and the loyal customers of the hospital are cultivated.