【摘要】 目的探索构建"三层五级"满意度调查反馈模式,为医院精细化管理提供依据。方法从患者-管理者-员工3维视角创新构建"三层五级"满意度调查反馈模式,实现"院-科-组"3级数据监控管理,跨部门数据资源交互共享,形成数据-质控-绩效3融合。结果 2019年国考门诊患者满意度较2018年提升5.96分;住院患者满意度较2018年提升2.37分;员工满意度较2018年提升4.51分。2020年获中国研究型医院学会中国患者体验管理奖。结论"三层五级"满意度调查反馈模式以问题为导向,以医患满意为落脚点,以数据驱动全面提升医院服务品质。更多还原

【Abstract】 Objective To explore the construction of “three-tie five-level” satisfaction survey feedback model to provide the basis for the fine management of the hospital.Methods The hospital constructs the “three-tie five-level” satisfaction survey feedback model from the three-dimensional perspective of patients, managers and employees, realizes three-level data monitoring management of hospital, department and group, and forms the integration of data, quality control and performance through cross-sectoral sharing of data resources.Results The satisfaction rate of outpatients in 2019 was 5. 96 points higher than that in 2018; inpatient satisfaction was 2. 37 points higher than 2018; employee satisfaction increased by 4. 51 points compared with 2018. In 2020, the hospital won the Chinese Patient Experience Management Award awarded by the Chinese Research Hospital Society.Conclusion The feedback model of “three-tie five-level” satisfaction survey, which is problem-oriented and based on the satisfaction of medical staff and patients, improves hospital service quality through data.更多还原