Research on the influence of PDCA model on medical complaint rate and medical service satisfaction
PDCA模式对医疗投诉率、医疗服务满意度的影响研究

摘要

目的 研究分析PDCA模式对医疗投诉率、医疗服务满意度的影响。方法 回顾性分析本妇幼保健院2020年1月至2022年8月管理工作情况，其中2020年1月至2020年12月期间开展常规管理（对照阶段），2021年1月至2022年8月期间开展PDCA模式管理（研究阶段），分别于这两个阶段各选择500例门诊及病例为研究目标，纳入对照组与研究组，就两组病例住院及门诊治疗期间医疗投诉率及离院时医疗服务满意度等进行评定对比。结果 研究组病例医疗投诉率低于对照组，诊疗体验、医护专业水平、医护服务态度、安全管理等方面的医疗服务满意度评分均高于对照组，差异具有统计学意义（P＜0.05）。结论 在医疗机构管理工作中开展PDCA模式有助于降低医疗投诉率，提升医疗服务满意度。

Abstract

Objectives: To study and analyze the effect of PDCA model on medical complaint rate and medical service satisfaction.
Methods: A retrospective analysis was conducted on the management of the maternity and Child Health Care Hospital from January 2020 to August 2022. Routine management was carried out from January 2020 to December 2020 (control phase), and PDCA model management was carried out from January 2021 to August 2022 (research phase).A total of 500 outpatients and cases in each stage were selected as the research objectives, and were included in the control group and the study group. The medical complaint rate during hospitalization and outpatient treatment and the satisfaction of medical services when leaving hospital were compared between the two groups.
Results: The medical complaint rate of the study group was lower than that of the control group, and the medical service satisfaction scores in terms of medical experience, medical professional level, medical service attitude and safety management were higher than those of the control group, and the differences were statistically significant (P < 0.05).
Conclusion  : The PDCA model in the management of medical institutions is helpful to reduce the rate of medical complaints and improve the satisfaction of medical services.