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中文摘要: 目的 探讨基于计划、执行、检查和调整（Plan Do Check Action，PDCA）循环理论的医疗服务质量管理效果，为提高医疗服务质量管理水平提供新思路。方法 选取临夏州人民医院采用PDCA循环理论的医疗服务质量管理模式前后（2016年7—10月和2017年7—10月）期间住院患者各600例作为研究对象，采用调查问卷的方式调查患者对我院医疗服务质量满意度的评价。应用SPSS 18.0软件分析两次调查结果，比较两组患者调查问卷得分情况和问卷各维度得分权重。结果 实施PDCA循环理论的医疗服务质量管理后，观察组患者各维度得分均高于对照组，差异具有统计学意义（P＜0.05）。观察组患者对医生服务态度、护士服务态度、医疗技术和诊治过程维度的权重低于对照组，对就医环境、医疗费用维度的权重度高于对照组。结论 基于PDCA循环理论的医疗服务质量管理模式在医院医疗服务质量管理中具有积极的作用，有助于提高患者对医疗服务质量的满意度。
Abstract:OBJECTIVE To explore the effectiveness of medical service quality management based on the Plan Do Check Action (PDCA) cycle theory and to provide new ideas for improving the quality of medical service management. METHODS Before and after selecting the hospital's medical service quality management mode based on PDCA cycle (from July to October 2016 and from July to October 2017), 600 inpatients were selected as the study subjects. The questionnaire was used to investigate the patient's satisfaction with the quality of medical services in our hospital. SPSS 18.0 was used to analyze the results of the two surveys, the scores of the two groups were compared and the weight of each dimension of the questionnaire was compared. RESULTS After the implementation of the medical service quality management based on the PDCA cycle theory, the score of each dimension in the observation group was higher than that of the control group, the difference was statistically significant (P＜0.05). The weight of doctor service attitude, nurse service attitude, medical technology, diagnosis and treatment process in the observation group was lower than that of the control group. The weight of medical environment, medical expenses in the observation group was higher than that of the control group. CONCLUSION The medical service quality management mode based on PDCA cycle theory plays an active role in the management of hospital medical service quality and helps to improve patient satisfaction with the quality of medical service.
keywords: PDCA model medical service quality control satisfaction
文章编号：3201805002 中图分类号：R197 文献标志码：
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