患者信任度第三方评价对改进医疗质量的效果

Objective To investigate the effect of the third party evaluation on improving the quality of medical service as well as the degree of patient trust in hospital.Methods Discharge patients from a twolevel hospital in Minhang District was enrolled to evaluate their trust for medical service.Telephone follow-up were implemented in group A by the third party evaluation team.Group B was evaluated by the in-patient department when they left the hospital.These two evaluation methods were compared for the effects.Results During the first evaluation, 1 073 people in group A,the equipartition satisfaction was 3.83±0.57,the satisfaction rate was 54.99%.While in group B of 1 480 people,the equalization satisfaction was 3.83±0.49, the satisfaction rate was 57.03% (P＞0.05).At the fourth evaluation, 1 233 people in group A and 1 512 people in group B were evaluated.Regarding group A,the patient satisfaction scores was 4.18±0.33,patients satisfaction rate was 84.43%, the equipartition of patients referral was 3.44±0.83,the equipartition of patients recommends the physician was 3.52±0.88,the equipartition of the doctor and patient had a quarrel was 4.33±0.60, the equipartition of patients will find another doctor for diagnosis was 3.31±0.72, the equipartition of patients expressed fully in accordance with the doctor’s order of medication was 3.45±0.72,group A were better than group B (P<0.05). Of the 28 entries in the level of trust related to medical services,15 entries of group A were higher than group B (P<0.05).In group A,the equipartition of moderate intensity activity was 3.62±0.81, the equipartition of emotional coordination refers to 3.71±0.76, the equipartition of family coordination was 3.69±0.58,the equipartition of friends coordination was 3.73±0.74, the equipartition of overall health was 3.31±0.77, all were superior to group B (P<0.05).Conclusions The third party evaluation is a supplementation for hospital management,which has positive effects on improving medical service quality of medical institutions,the hospital performance appraisal system,patients’ experiences and trust degree.