二甲公立医院绩效评价对医院服务质量持续改进的影响分析
Effect of Performance Evaluation on Continuous Improvement of Hospital Service Quality in Second Class Public Hospitals
杨影影 1隋文 2孙红方1
作者信息
- 1. 滨州市优抚医院,山东滨州 256600
- 2. 滨城区疾控中心,山东滨州 256600
- 折叠
摘要
目的 分析绩效评价管理在二甲公立医院服务质量持续改进中应用的效果.方法 选取2022年6月—2023年3月于滨州市优抚医院工作的60名医院工作人员作为研究对象,根据医院管理措施实施的时间进行分组,2022年6-10月(常规组)采取常规管理,2022年11月—2023年3月(研究组)在常规管理基础上将医院工作人员绩效评价结果相关联,两组均为同一批工作人员.比较两阶段医院工作人员的服务质量、工作能力以及患者及家属对医院服务质量的满意度情况.结果 研究组医院工作人员服务质量、工作能力各项评分均高于常规组,差异有统计学意义(P均<0.05).研究组患者及家属对医院服务质量的满意度高于常规组,差异有统计学意义(P<0.05).结论 将医院工作人员的绩效考核评价结果与其服务质量管理工作相结合,能提升医院工作人员的服务质量和工作能力,满足患者及家属对医院服务质量的要求,对于提升二甲公立医院的服务质量、促进医院持续发展具有积极意义.
Abstract
Objective To analyze the effect of performance evaluation management in continuous improvement of ser-vice quality in second class public hospitals.Methods 60 hospital staff working in Binzhou Youfu Hospital from June 2022 to March 2023 were selected as the study objects,and grouped according to the implementation time of hospital management measures.From June to October 2022(regular group),routine management was adopted.From November 2022 to March 2023(study group),the results of hospital staff performance evaluation were correlated on the basis of routine management.Both groups were selected from the same group of hospital staff.The service quality and working ability of hospital staff and the satisfaction of patients and their families to hospital service quality were compared in the two stages.Results The service quality and work ability scores of hospital staff in the study group were higher than those in the regular group,the differences were statistically significant(both P<0.05).The satisfaction of patients and their families on hospital service quality in the study group was higher than that in the regular group,the difference was statistically significant(P<0.05).Conclusion Combining the performance appraisal results of hospital staff with its service quality management can improve the service quality and working ability of hospital staff,and better meet the requirements of patients and their families on hospital service quality,which has positive significance for improv-ing the service quality of second class public hospitals and promoting the sustainable development of hospitals.
关键词
二甲公立医院/绩效评价/服务质量/满意度Key words
Second class public hospitals/Performance evaluation/Service quality/Satisfaction引用本文复制引用
出版年
2024
NETL
NSTL
万方数据