病案服务满意度调查及改进措施的探讨

目的通过调查分析,了解临床医务人员、复印病案的患者及家属对某医院病案服务的满意度评价情况,为发现工作现存问题、拟定改进措施提供决策依据。方法使用问卷调查和日常登记表进行资料收集,采用Epidate3.1进行数据录入,使用SPSS16.0统计软件进行数据分析。结果研究显示,临床医务人员对病案科工作整体评价较好,做出＂很满意＂评价的人员比例为81.4%,＂基本满意＂的比例为12.7%,评价为＂一般＂的比例为5.9%,无＂不满意＂评价;但对病案科不同方面的工作评价稍有差异。病案复印者对病案科服务的评价较高,＂很满意＂的比例为85.6%,＂基本满意＂为14.4%。结论医院病案科在病案服务满意度上获得较好评价,但仍需进一步加强宣传、沟通和协调,在＂基于监测数据进行效果评价＂思路的指导下不断持续改进,保障病案管理和服务工作的安全有效。

Exploration on Satisfaction Survey of Medical Records Service and Its Improvement Measures

Objective To explore the satisfaction evaluation situation to the medical records service of the hospital among clinical staff,patients or their family members who come for medical records duplication,so as to find problems existing,make improvement measures and provide evidence for the decision making.Methods To collect data with the application of questionnaires and daily records,then Epidate3.1 was used for data entry,and SPSS16.0 was adopted for statistic analysis.Results The research showed that the clinical staff gave a relatively high assessment to the work of medical records department,and 81.4% staff made ＂very satisfied＂ with the medical records service,12.7% of the staff were ＂basically satisfied＂ with the service,5.9% staff were ＂general satisfied＂ and without ＂unsatisfied＂ evaluation,but they had different evaluations on the different aspects of the medical records works.People coming for copying their medical records had high evaluation to the service of medical records department,there were 85.6% ＂very satisfied＂ with the service,and 14.4% were ＂basically satisfied＂ with the service.Conclusion The department of medical records had received well evaluation in the medical service of the hospital,but still need further publicity,communication and coordination.To make sustainable development under the thought of ＂effect evaluation based on monitoring data＂,then we could ensure the safe and effective work of the management and service of medical records.