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基层医院的投诉管理系统和患者满意度
Gaiping Li1, Yuanru Chen, Xiaowen Lou
1Department of Social Work, The First People's Hospital of Fuyang District of Hangzhou, Hangzhou City, Zhejiang Province 311400, China.
Medicine
|February 23, 2024
概括
在初级医疗保健中,患者的投诉源于资源限制. 实施投诉管理系统改善了服务质量,患者满意度,并减少了投诉,特别是与部门和行政办公室相关的投诉.
科学领域:
- 医疗保健管理的管理
- 患者体验 患者体验
- 提高质量 提高质量
背景情况:
- 初级医疗机构经常面临医疗资源的限制.
- 这些局限性可能会导致患者和家人对服务质量的担忧,导致正式投诉.
- 解决这些投诉对于改善医疗保健服务至关重要.
研究的目的:
- 分析初级医疗保健中患者投诉的根本原因.
- 实施有针对性的改进措施,以提高服务质量.
- 提高患者和家庭的满意度,降低投诉频率.
主要方法:
- 数据收集和验证患者投诉.
- 投诉按部门,行政办公室和类型进行分类.
- 使用Pearson Chi-square,Spearman相关性和后勤回归的统计分析来确定影响患者满意度的因素.
主要成果:
- 在患者满意度和特定部门 (P=.016) 和行政办公室 (P=.022) 之间发现了显著的相关性.
- 斯皮尔曼的分析证实了满意度与部门 (ρ=0.157,P=.017) 和行政办公室 (ρ=0.151,P=.021) 之间的重要关联.
- 后勤回归表明,与行政办公室相关的投诉显著影响了满意度 (OR=3.321,P=.021).
结论:
- 关于部门和行政办公室的投诉是影响患者满意度的关键因素.
- 建立投诉管理系统导致了初级医疗保健服务质量的明显改善.
- 实施的结果是改善了患者体验,提高了满意度,并减少了整体医院投诉.
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