中国医学伦理学2017，Vol.30Issue(6)：707-710,4.DOI:10.12026/j.issn.1001-8565.2017.06.10
品管圈活动提高医保患者满意度的效果分析
Effect of Quality Control Circle on Improving Patient Satisfaction among Insured Patients
安小芳 1习应宜 1王小莉 1李小颖 2吕军3
作者信息
- 1. 西安交通大学第一附属医院医保办,陕西西安 710061
- 2. 西安交通大学医学部校医院,陕西西安 710061
- 3. 西安交通大学第一附属医院临床研究中心,陕西西安 710061
- 折叠
摘要
Abstract
Objective:To explore the effects of quality control circle(QCC) on the complaint management and patient satisfaction in the medical insurance center.Methods:We set up QCC,defined the subject,identified the problems and made the cause analysis,made the countermeasures and implemented them.Results:Mter QCC ac-tivities,patients'major unsatisfactory factors such as long waiting time and poor staff coordination ability were signif-icantly improved.In addition,patient complaints decreased significantly (P ＜ 0.01).Conclusion:The application of QCC management on patient complaints can not only increase patient satisfaction,but also provide an importantway for the hospital to build up the brand.关键词
品管圈/医保中心/患者满意度Key words
Quality Control Circle/Medical Insurance Center/Patient Satisfaction分类
医药卫生引用本文复制引用
安小芳,习应宜,王小莉,李小颖,吕军..品管圈活动提高医保患者满意度的效果分析[J].中国医学伦理学,2017,30(6):707-710,4.
