品管圈活动提高医保患者满意度的效果分析

摘要

Objective:To explore the effects of quality control circle(QCC) on the complaint management and patient satisfaction in the medical insurance center.Methods:We set up QCC,defined the subject,identified the problems and made the cause analysis,made the countermeasures and implemented them.Results:Mter QCC ac-tivities,patients'major unsatisfactory factors such as long waiting time and poor staff coordination ability were signif-icantly improved.In addition,patient complaints decreased significantly (P ＜ 0.01).Conclusion:The application of QCC management on patient complaints can not only increase patient satisfaction,but also provide an importantway for the hospital to build up the brand.%目的 探讨品管圈在医保窗口患者投诉管理及提高患者满意度中的应用效果.方法 成立品管圈、确定主题、明确存在问题并进行原因分析,针对原因制定对策并实施.结果 品管圈活动后,患者不满意的主要原因(等待时间和工作人员协调能力)均得到改善,患者投诉也显著减少(P＜0.01).结论运用品管圈对医保患者投诉进行管理,不仅提高了患者对医保办工作的满意度,还为医院打造品牌提供了重要手段.