Objective To explore the management model for improving medical services and upgrading patient experience in state-owned enterprise affiliated hospitals(SOEHs)and to analyze the effectiveness of the special action for outpatient service improvement under the group management model.Methods Utilizing the group management model,a series of targeted interventions and sustained special actions were implemented,focusing on all links of outpatient services including the hospital developmental status,featured strengths,service environment,and patient needs.Taking 32 hospitals involved in the special action as samples and using SPSS 27.0 software package and other tools,a retrospective analysis of related indicators including patient satisfaction and outpatient visits was performed to investigate outpatient service improvements under the group management model in these SOEHs.Results One year after the implementation of the special action,both patient satisfaction and outpatient visits were significantly increased,and such positive change was consistently observed across various hospitals,regardless of factors such as hospital tier,staff numbers,or bed capacity.However,the geographic location did influence the degree of improvement in outpatient satisfaction.Conclusion The group management model can universally and effectively improve the outpatient services and upgrade patient experience in SOEHs,which achieved good economic benefits while adhering to the principle of public welfare as the priority.
关键词
医疗服务改善/患者满意度/门诊人次/国企医院/患者体验
Key words
Medical service improvement/Patient satisfaction/Outpatient visits/State-owned enterprise-affiliated hospitals/Patient experience
维普
万方数据