Exploration and practice of patient satisfaction evaluation management in multi-campus public hospitals
10.3760/cma.j.cn111325-20210830-00791
- VernacularTitle:多院区公立医院患者满意度测评管理探索与实践
- Author:
Weiqi ZHANG
1
;
Rong ZHAO
;
Haoning WANG
;
Songxuan YU
;
Jiayu MO
;
Xiaorong WU
;
Yang WEN
;
Shulei FAN
;
Yanli SHEN
;
Huiyun YUAN
Author Information
1. 上海交通大学医学院公共卫生学院，上海 200025
- Keywords:
Health services administration;
Hospitals, public;
Multi-campus hospital;
Patient satisfaction;
Call center
- From:
Chinese Journal of Hospital Administration
2022;38(4):280-284
- CountryChina
- Language:Chinese
-
Abstract:
Patient satisfaction is one of the core indicators to measure the service quality of medical institutions. To this end, a multi-campus public hospital in Shanghai constructed a management system of patient satisfaction evaluation. Since 2021, its call center has conducted a full coverage satisfaction assessment for discharged patients from its three campuses and collected dissatisfaction information feedback. The hospital organized relevant clinical departments and functional departments to fully communicate with the dissatisfied patients according to the feedback information, followed by a joint rectification. The hospital regularly conducts in-depth analysis of all complaints for timely discovery of common problems in different campuses for continuous improvement. This practice can provide reference for multi-campus hospitals to promote homogeneous management, to improve management efficiency, service quality and patient satisfaction.
