论文部分内容阅读
目的了解影响病案服务满意度的主要原因,提出改进措施,促进病案管理服务质量与满意度持续提高。方法采用问卷调查的方法,对全体在岗临床医护人员开展问卷调查。结果病案管理科中病案管理相关专业人员仅占50%;通过持续改进服务流程和服务奖惩的强化管理,病案服务各项内容的满意度均有所提高,涨幅最大的依次为催缴病案及时归档服务、调取医疗统计信息服务、病案复印预约服务,涨幅分别为17.41%、15.72%、15.64%。结论提高病案管理人员专业素质,进一步落实奖惩制度以此改善服务态度,并与临床医护人员保持良好而密切的沟通,充分了解医护工作对病案服务的需求,有助于持续提高服务质量。
Objective To understand the main reasons that affect the satisfaction of medical records service and propose measures to improve the quality and satisfaction of medical records management services. Methods A questionnaire survey method was used to conduct a questionnaire survey on all in-service clinical staff. Results Only 50% of medical records management professionals were involved in the medical records management department. Satisfaction with all aspects of medical records service increased with the continuous improvement of service process and service rewards and punishments, with the largest increase being filing of timely medical records Service, medical statistics service, medical record reservation service, or 17.41%, 15.72% and 15.64% respectively. Conclusion Improving the professional quality of medical records management staff and further implementing rewards and punishments so as to improve service attitude and maintain good and close communication with clinical staff can fully understand the need for medical record service and help to continuously improve service quality.