时刻的需要:为美国医院提供服务故障恢复重定位
Health care management review
|January 27, 2025
概括
医院可以通过从各种来源收集患者反来提高患者体验和运营效率. 实施患者体验仪表板有助于识别和解决服务故障,从而提高医疗保健质量.
科学领域:
- 医疗保健管理的管理
- 服务质量 服务质量
- 患者体验 患者体验
背景情况:
- 由于需求增加,医院面临流行后的运营挑战,冒着服务故障的风险.
- 在服务故障后改善患者体验可以提高患者和医院的结果.
研究的目的:
- 为医院提出一个框架,以提高医疗保健质量和患者体验.
- 建议利用未识别的患者反来进行组织学习和适应性策略.
主要方法:
- 借鉴服务故障恢复和质量管理范式.
- 建议定期从多个来源,包括社交媒体,收集未被识别的患者反.
- 开发一个全面的患者体验仪表板来跟踪和可视化补救措施.
主要成果:
- 一个概念框架支持组织学习和适应患者反的能力.
- 医院可以通过分析患者反数据来识别服务故障.
- 一个患者体验仪表板可视化了利益相关方的补救行动.
结论:
- 倾听和及时解决患者关切,可以加强医疗保健服务的连续性.
- 改善患者体验会对医院的财务状况和护理质量产生积极影响.
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