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目的探讨医院开展零投诉绩效管理前后病案科人员满意度的改变情况。方法采用满意度问卷(MSQ),对某地区开展零投诉绩效管理前后的四家医院44名病案科人员进行问卷调查。结果病案科人员总满意度在开展零投诉绩效管理后平均增高15.3分,开展前后内在满意度和外在满意度差异有显著意义。结论零投诉绩效管理,即提高了病案人员包括工作本身、职业发展、工作认可度的内在满意度;也提高了薪酬福利、政策管理、人际关系等外在满意度,提示医院整体管理水平提高的同时也要根据工作性质和个体差异具体情况进行层级需求的满足。
Objective To explore the change of satisfaction degree of patients in case department before and after the performance management of zero complaint in the hospital. Methods Satisfaction Questionnaire (MSQ) was used to conduct a questionnaire survey on 44 case-filial staffs in four hospitals before and after zero-complaint performance management in a certain area. Results The total satisfaction rate of patients in case department increased by 15.3 points after carrying out performance management of zero complaints. There was significant difference between internal satisfaction and external satisfaction before and after the commencement. Conclusion Zero complaints performance management, that is, to improve the patient satisfaction, including the job itself, career development, job recognition, but also improve external satisfaction such as remuneration and benefits, policy management, interpersonal relationships, suggesting that the overall management of the hospital to improve At the same time, it also needs to meet the needs of different levels according to the nature of work and individual differences.