【作者】 吴迪；

【导师】 罗裕梅；

【作者基本信息】 云南大学 ， 工商管理（MBA）（专业学位）， 2023， 硕士

【摘要】 随着检验医学的快速发展,检验科在临床医疗中发挥着越来越重要的作用。在2020年Y医院正式移交给Y大学管理后,Y医院检验科采取了一系列的改进措施去提高科室的影响力和患者满意度。但是,近年来Y医院检验科的患者满意度并没有同步提高,患者投诉反而逐年增加。由于国家连续出台多个医改新政和受到新冠疫情的影响,公立医疗机构检验科之间的竞争加剧。与此同时,公立医院还面临着独立第三方实验室的低价抢夺!在检验医学领域,信息化建设可以大大简化患者的检验流程,进而缩短诊疗时间,提高患者的满意度。但是,信息化的发展,也使患者更容易选择检验机构,增加了患者的选择自由。在这种情况下,较高满意度的检验机构,无疑是患者的首选。换句话说,公立医院的检验科不仅需要关注提供稳定可靠的检验结果,还需要关注提高患者的满意度。患者的满意度反映了服务的许多要素,包括工作人员的态度、服务流程、工作人员的专业技能、就诊检验环境和投诉处理。有针对性地改进服务要素,可以提高患者的满意度,进而提高检验科的竞争力!本文是基于Y医院检验科在信息化建设中发现的问题而进行的研究。首先,以员工访谈的形式进行初步研究,以了解问题产生的原因;其次,根据员工访谈和Y医院检验科的实际情况,制定并发放了调查问卷;再次,根据调查问卷的结果,用SPSS统计学工具结合多种方法,对Y医院检验科的患者满意度进行了评估分析;最后得出结论即服务质量、投诉处理和反馈以及品牌文化建设等是影响Y医院检验科满意度的重要因素,并提出了解决问题的思路和具体做法。同时,建议在实施提高满意度措施的同时,应建立科学的员工绩效评估体系。为了分析患者满意度问卷,本文采用了多种统计分析方法,包括信效度检验、描述性分析、相关性分析、交叉表分析和多元线性回归分析。本文根据Y医院检验科的实际情况,在服务质量改进的基础上,将实用的管理对策与科学研究理论相结合,目的是提高医院检验科的患者满意度。这对Y医院检验科的服务质量改进具有重要意义,也为同类医院检验科的患者满意度研究提供了参考。更多还原

【Abstract】 With the rapid development of laboratory medicine,the laboratory department plays an increasingly important role in clinical care:after the Y Hospital was officially transferred to the management of Y University in 2020,the laboratory department of Y Hospital has taken a series of improvement measures to improve the influence of the department and patient satisfaction.However,in recent years,patient satisfaction in the laboratory department of Hospital Y has not improved simultaneously,and patient complaints have increased year by year instead.Due to the successive introduction of several new national health care reform policies and the impact of the new crown epidemic,competition among the laboratory departments of public medical institutions has intensified.At the same time,public hospitals are also facing the low price of independent third-party laboratories to grab!In the field of laboratory medicine,information technology construction can greatly simplify the testing process for patients,which in turn shortens the treatment time and improves patient satisfaction.However,the development of information technology has also made it easier for patients to choose a testing facility,increasing their freedom of choice.In this case,the higher satisfaction test facility is undoubtedly the first choice for patients,.In other words,the laboratory department of a public hospital needs to focus not only on providing consistent and reliable test results,but also on improving patient satisfaction.Patient satisfaction reflects many elements of service,including staff attitude,service flow,staff expertise,the environment in which tests are performed,and complaint handling.Targeted improvement of service elements can increase patient satisfaction and thus improve the competitiveness of the laboratory department!This paper is a study based on the problems found in the construction of information technology in the laboratory department of Hospital Y.First,a preliminary study was conducted in the form of staff interviews to understand the causes of the problems;second,a questionnaire was developed and distributed based on the staff interviews and the actual situation in the laboratory department of Hospital Y;again,based on the results of the questionnaire,SPSS statistical tools were used in combination with various methods to evaluate and analyze the patient satisfaction of the laboratory department of Hospital Y;finally,it was concluded that service quality,complaint handling and feedback and brand culture construction are important factors that affect the satisfaction of the laboratory department of Y hospital,and put forward ideas and specific practices to solve the problem.At the same time,it is suggested that a scientific staff performance evaluation system should be established while implementing measures to improve satisfaction.In order to analyze the patient satisfaction questionnaire,this paper used various statistical analysis methods,including reliability test,descriptive analysis,correlation analysis,cross-tabulation analysis and multiple linear regression analysis.Based on the actual situation of the laboratory department of hospital Y,this paper combines practical management countermeasures with scientific research theories based on service quality improvement,with the aim of improving patient satisfaction in the laboratory department of the hospital.This is of great significance to the service quality improvement of the laboratory department of hospital Y,and also provides a reference for the study of patient satisfaction in the laboratory departments of similar hospitals.更多还原