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find Keyword "服务质量" 9 results
  • An Educational Approach to Improving Healthcare Safety and Quality*

    提高医疗服务质量、确保病人安全是当前医学教育及培训面临的巨大挑战。今天的医生及医务工作者 应具备良好的沟通能力,掌握如何在临床实践中鉴别、预防和处理不良事件及接近过失事件(near misses),如何使 用当前获得的证据及相关信息,如何安全有效地在团队中工作,如何在实践中教授和学习病人安全知识,如何根据 认可的伦理原则服务公众。

    Release date:2016-09-07 02:10 Export PDF Favorites Scan
  • 骨科患者出院满意度调查对医护服务质量的影响

    【摘要】 目的 总结骨科患者出院满意度对医护服务质量的影响。 方法 针对骨科特点自行设计调查表,对2009年9月-2010年2月骨科1 180名住院患者出院时采取问卷调查,就出院患者对医疗、护理、就医环境满意度进行调查,将调查结果与前1个月进行比较,集中讨论、分析出院患者不满意因素以及医疗、护理工作中存在的问题,制定对策并采取一系列有效的改进措施,包括不断改进和完善医疗护理工作的薄弱环节,提高医疗护理技术水平等,从而提高患者对医疗护理工作的满意度。 结果 出院患者的平均满意度由 2009年9月的95%上升到2010年2月的98.4%。 结论 通过对患者满意度调查、分析,发挥满意度调查作为医疗、护理服务工作的导向作用,为管理者提供决策参考,有效地促进了医疗、护理服务质量的改进。

    Release date:2016-09-08 09:26 Export PDF Favorites Scan
  • 丰富职工文化生活,提升医院服务质量

    职工是医院的主体,是医疗服务的具体执行者。医院文化则是通过每位职工的具体行为而呈现。通过将“职工之家”建设的块状模式和“职工文体协会”建设的条状模式相结合的方式,开展职工文化建设,丰富了职工的文化生活,提升了职工的幸福感和满意度,从而保障了医疗服务的品质。

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  • 信息化管理在优质护理服务中的应用效果分析

    目的 探讨信息化管理在护理服务中的应用效果,为临床护理信息化管理提供参考。 方法 分析2012年1月-12月(采用信息化管理前)与2013年1月-12月(采用信息化管理后)护理服务质量的变化情况。 结果 采用信息化管理后基础护理操作合格率、护理文书书写合格率、专科专项技术操作合格率均明显升高,差异有统计学意义(P<0.05);实施信息化管理后患者对住院病房、护理服务技术、护理服务态度、健康宣传教育等满意度也明显提高,差异有统计学意义(P<0.05)。 结论 采用信息化管理能明显提高护理服务质量,有利于为患者提供更好地护理服务。

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  • Kano模型调查结果分析对改进门诊服务的指导意义

    目的 利用 Kano 模型在医院门诊服务调查中的结果来改进门诊服务。 方法 设计 Kano 模型门诊服务需求调查问卷,于 2016 年 8 月对某三级甲等专科医院门诊患者进行调查,问卷包括医疗环境、医疗便利程度、服务水平、医疗质量、医疗费用、尊重患者权益 6 个维度,共 26 项指标,分别用喜欢、理应如此、无所谓、能忍受、不喜欢 5 个选项评定相关质量的属性占比,并将属性得分最高者确定为该项质量属性,运用 Kano 模型结果对门诊服务情况进行分析,以改进服务。 结果 26 项门诊服务项目中有 17 项为必备质量属性,9 项为期望质量属性,无魅力质量属性项目。门诊患者对门诊服务项目的满意度评价为 0.41~0.58,无超过 0.6 接近 1 的项目;重要度评价为 0.58~0.85。 结论 该院门诊服务基本达到患者满意的程度,但缺乏魅力属性要素。该调查结果为管理者提供了如何改善门诊服务的参考。

    Release date:2017-09-22 03:44 Export PDF Favorites Scan
  • The application of delicacy management in branch health management sub-center

    Objective To evaluate the effects of delicacy management applied in branch health management sub-center. Methods From July 2013 to December 2015, integrated delicacy management was applied throughout the whole process of the preparation for the establishment and the running of the branch health management sub-center. The strengths and weaknesses of the management, the management of the details and the control of the emphasis were analyzed. And the medical visits and incomes after the application of delicacy management were also analyzed. Results From July 2013 to December 2015, the monthly average medical visits were 1 870.17±609.93, 2 842.50±1 247.60 and 3 717.92±1 257.98, while the monthly average incomes were (2 136.0±585.1) thousand yuan, (3 620.5±1 559.9) thousand yuan and (4 921.1±1 837.2) thousand yuan, which increased significantly. Conclusion The application of delicacy management in the branch health management sub-center could ensure the quality of service, promote the steady growth of performance, and improve the understanding of the surrounding population of health management, thus we can improve the economic and social benefits of the health management sub-center.

    Release date:2017-07-21 03:43 Export PDF Favorites Scan
  • Construction of nursing service quality evaluation system in hemodialysis center based on Delphi method and precedence chart

    ObjectiveTo construct a scientific, standardized, and consistent nursing service quality evaluation system for hemodialysis centers, and to provide scientific basis for the evaluation, improvement, and promotion of nursing service quality in hemodialysis centers.MethodsFrom October to December 2018, based on the Servqual model, combined with the particularity of hemodialysis center and relevant national policies and regulations, the indexes of nursing service quality were determined by Delphi method and precedence chart method, and the nursing service quality evaluation scale of hemodialysis center was established.ResultsThe established nursing service quality evaluation system for hemodialysis center was consisted of 7 items of first-level, 15 items of second-level, and 38 items of third-level. The effective recovery rate of expert letters was 93.75%, and the expert authority coefficient was 0.914. The Kendall coordination coefficients for the three levels of indicators were 0.570, 0.583, and 0.496 (P<0.01), and the variation coefficients for each level of indicators were between 0.000 and 0.179. Among the first-level indicators, the largest weight was security, and the smallest weight was effectiveness.ConclusionsThe evaluation system of nursing service quality for hemodialysis centers is scientific, reliable, and feasible. In view of the particularity of nursing service in hemodialysis centers, clear evaluation criteria are put forward, which can evaluate the service quality more comprehensively, scientifically, objectively, and directly, and improve and enhance the service level of hemodialysis centers according to the evaluation system.

    Release date:2019-08-15 01:18 Export PDF Favorites Scan
  • Thinking of evaluation theory and management practice of research on patient satisfaction

    Patient satisfaction is regarded as a key component of measuring and reporting quality of medical services. It is also an important indicator in performance appraisal for public hospitals in China. Based on the literature review on the theories and practices of patient satisfaction assessment in China and other countries and areas, this paper performed an in-depth analysis on the theoretical frameworks and instruments for patient satisfaction assessment, as well as their applications in management practices. Further research and improvements are needed.

    Release date:2020-02-03 02:30 Export PDF Favorites Scan
  • Literature analysis of application of Kanban management in medical services

    ObjectiveTo analyze the application status of Kanban management in medical service management at home and abroad and to provide a reference for lean medical management practice in China.MethodsUsing the bibliometric method, in China National Knowledge Infrastructure, Wanfang Database, CQVIP Journal Database, Springer Link, Embase and PubMed, we used “Kanban” and “Kanban management” as Chinese search terms, “Kanban system” and “two-bin system” as English search terms to search for literature published from 2009 to 2019. The number of articles published, institutions, authors, citation frequencies, key words, Kanban usage, and improved areas where Kanban was applied in were statistically described and analyzed.ResultsA total of 219 articles were retrieved. Of the 14 articles included in the study, 12 articles were published from 2015 to 2019, 8 articles were published by hospitals, and 9 articles were cited more than or equal to 3 times. The key words were basically the combinations of Kanban and related topics in the field of medical service management, such as quality control and improvement, ward service, high-quality care and process evaluation; 11 articles used Kanban alone. Kanban was used in medicine supply chain management, ward bed management, and material inventory management abroad; and was used in medicine management, emergency room patient management, medical staff performance management, operating room equipment management, and high-quality medical service management in China.ConclusionsKanban as a lean management method was introduced into the domestic medical field late, and the current research development is not balanced. Asa visual management tool, Kanban needs to be extended in the medical field. As a lean improvement tool, Kanban has positive significance in improving medical quality and patient satisfaction. It is suggested that researchers should not be limited to the existing applied research, and can study the application of Kanban in different medical service fields in combination with different lean management tools according to the actual situation of the hospital.

    Release date:2021-01-26 04:34 Export PDF Favorites Scan
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