Happy that patient's satisfaction investigation does not tickle oneself

Happy that patient's satisfaction investigation does not tickle oneself
Happy that patient's satisfaction investigation does not tickle oneself
Wang XiuHua in Shandong is in the work summaries of a lot of medical organizations, relevant " patient's satisfaction " Investigation,getting getting above more more 90% mostly in satisfaction, close to some by 100%, even whether last two digits after decimal point accuracy. Ask get up content, procedure, method, a lot of very much difficult to take the reason why out of the mouth administrator that investigate carefully. What is meant by patient's satisfaction? It is a patient, according to one's own understanding of all respects such as the health, disease, life quality, weigh one's own economic condition, combine one's own requirements for medical treatment and health care and the expectation, comprehensive appraisal done on medical health service accepted. Their formulae are expressed as: Patient's satisfaction =Patient's feeling value / expected value. I thought, the hospital regarded patient's satisfaction investigation as a management tool or method, contribute to examining one's own service quality from the patient's visual angle, regard this as and suit the remedy to the case, improve the opportunity of the management level. Pay attention to work this, administrator farsighted having behavior of sense of duty. However, if this kind of investigation does not pay attention to the actual effect, even turn it into a means to gloss over achievement or ornamental shop front, happy suspicion of tickling oneself. Then, how to let this investigation fully give play to the role of having? First of all, should correct and manage the motive. The patient has most direct, deepest feeling and experience on service quality as the recipient of medical care, the ones that take advantage of them " Insight " Look for the deficiency of medical care, it is the hospital that manages the important means to find weak link and service defect. So, carry on patient's satisfaction investigation, should correct and manage the motive, should never bring and do sth. for show, or is used for kidding a patient, dealing with higher authorities. Practice verifies, those domestic management are competent, fast-growth, become " bellwether " in the industry Hospital, though it is all different to manage idea and method to some extent, a common characteristic pays attention to consulting the patient's opinions and suggestions from the multi-level and multi-channel and many angle, indentify patient's satisfaction investigation as the important management content. So, only the motive is proper, the result of patient's satisfaction investigation could become the boost motor of development of hospital. Secondly, should pay attention to improving, expanding the investigation method. By the look of present situation, a lot of hospitals have carried on patient's satisfaction investigation, mainly take and release the questionnaire, hold the forum, a patient carry on way of paying a return visit etc. to leaving hospital. These methods were tried to find out, summarized out through practice for many years by hospital administrators, should continue persevering. However, we should see, because the patient of our country seeks medical advice in the region relatively fixed, add the factor by fixed position,etc. of the medical insurance, a lot of patients and forming more steady supply-demand relationship of service between the hospitals. In this case, so long as the contradictions of doctors and patients are not accumulated to the critical point, the patient is difficult to say "no" to hospital The the word one. So how let patient investigation objective reasonable satisfaction have, need question that discuss. Third, should cut off and investigate the subject and is investigated the interests relation between the units. Present patient's satisfaction investigation, except that the medical organization has organized by oneself, some ones that are organized by the responsible institution of hygiene too. No matter the former or the latter, there is a question that must be paid attention to while carrying on the investigation, namely is introduced to the satisfaction investigation of the patient of the performance appraisal system of medical organization formally, must cut off the investigation side and interests between the hospitals investigated and get in touch. Because in charge of doing under the system not separated yet at present, the satisfaction of patient of the hospital not merely relates to higher authorities' face, appraising with the achievements has relations. So, patient's satisfaction investigation is if " the third party " Organization finishes the opinion poll, the result made will undoubtedly be more objective, just, more true, more accurate and more overall. In fact, this is a kind of return of modern citizen's social general knowledge too.


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