Practice and Effectiveness of PDCA Management in Hospital Complaint Management
Objective To analyze the effectiveness of using PDCA management in hospital complaint management and provide guidance for hospital medical services.Methods People's Hospital Affiliated of Quanzhou Medical College applied PDCA management in hospital complaint management in January 2022.The period from January to December 2021 was taken as the period before PDCA management,and the period from January to December 2022 was taken as the period after PDCA management.400 outpatient and discharged patients from different management periods were selected as the research objects to analyze the patient satisfaction and medical service quality before and after PDCA management.Results The satisfaction of patients after PDCA management was 99.00%,which significantly higher than 96.50%of before PDCA management,and the difference between groups was significant(P=0.017).After PDCA management,the service attitude score was(94.62±3.41)point,the service process score was(94.73±3.49)point,the service environment score was(93.69±3.84)point,and the service price score was(94.38±2.69)point.All the medical service quality scores were significantly higher than those before PDCA management,with significant difference(P<0.05).Conclusion The implementation of PDCA management can promote patient satisfaction and improve the quality of medical services,further improve the patient safety management system,and it's of great significance for the high-quality development of hospitals.
万方数据
维普
