導語(yu)：公立醫(yi)院行政(zheng)職能科(ke)室(shi)滿(man)意(yi)度研(yan)究一(yi)文來源于網(wang)友上傳，不代表本站觀(guan)點(dian)，若需(xu)要原(yuan)創文章可(ke)咨詢客服老師(shi)，歡迎參考(kao)。

2019年1月，國務院辦公廳印發了《關于加強三級公立醫院績效考核工作的意見》（以下簡稱指導意見），對加強醫院內部管理和分類考核提出了新的要求。2019年6月，國家衛生健康委已經啟動了三級醫院的績效考核數據提報工作，拉開了對醫療機構的績效考核帷幕。醫療機構的績效考核對各醫院的管理能力提出了新的挑戰，醫院管理能力與行政職能科室的工作密不可分。本文結合筆者所在單位的相關工作實踐，給出通過持續發現和改進問題提升醫院行政職能科室滿意度評價管理工作的一(yi)些(xie)經(jing)驗。

一、行政(zheng)職能(neng)科室(shi)滿意度評(ping)價管理工作的意義

（一）政(zheng)(zheng)策要(yao)求。指導意(yi)見(jian)指出(chu)：建立健全績效考(kao)核(he)指標(biao)體(ti)系，突出(chu)崗位職(zhi)責履行(xing)(xing)(xing)(xing)(xing)、工作量(liang)(liang)、服務質量(liang)(liang)、行(xing)(xing)(xing)(xing)(xing)為(wei)規范、醫(yi)(yi)療(liao)(liao)質量(liang)(liang)安(an)全、醫(yi)(yi)療(liao)(liao)費用控制、醫(yi)(yi)德(de)醫(yi)(yi)風和患(huan)者滿(man)意(yi)度(du)等(deng)指標(biao)。因此(ci)，行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)職(zhi)能(neng)(neng)科(ke)室(shi)(shi)滿(man)意(yi)度(du)評價管(guan)理(li)(li)工作是(shi)(shi)貫徹政(zheng)(zheng)策要(yao)求的(de)(de)(de)(de)(de)體(ti)現。（二）發(fa)(fa)展(zhan)需要(yao)。隨著(zhu)我國醫(yi)(yi)療(liao)(liao)健康事業(ye)的(de)(de)(de)(de)(de)快速發(fa)(fa)展(zhan)，醫(yi)(yi)院的(de)(de)(de)(de)(de)現代化程(cheng)度(du)越來越高，對醫(yi)(yi)院行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)職(zhi)能(neng)(neng)科(ke)室(shi)(shi)的(de)(de)(de)(de)(de)要(yao)求也(ye)越來越高，行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)職(zhi)能(neng)(neng)科(ke)室(shi)(shi)及(ji)(ji)人員(yuan)(yuan)的(de)(de)(de)(de)(de)工作態度(du)、質量(liang)(liang)、效率與服務效果在(zai)(zai)整個(ge)醫(yi)(yi)院的(de)(de)(de)(de)(de)發(fa)(fa)展(zhan)建設中(zhong)(zhong)愈加重要(yao)，持(chi)續發(fa)(fa)現和改(gai)進(jin)問題迫在(zai)(zai)眉睫。（三(san)）補(bu)足醫(yi)(yi)院行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)管(guan)理(li)(li)短板需要(yao)。作為(wei)醫(yi)(yi)院運行(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)(de)(de)“兩翼”，醫(yi)(yi)療(liao)(liao)及(ji)(ji)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)管(guan)理(li)(li)哪(na)一方面都不可(ke)偏廢，但(dan)是(shi)(shi)限于我國醫(yi)(yi)院既往相對封閉、低(di)度(du)競(jing)爭的(de)(de)(de)(de)(de)成(cheng)長環境，使得絕大多數醫(yi)(yi)院在(zai)(zai)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)管(guan)理(li)(li)能(neng)(neng)力方面存在(zai)(zai)欠缺，尤其(qi)是(shi)(shi)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)職(zhi)能(neng)(neng)科(ke)室(shi)(shi)及(ji)(ji)人員(yuan)(yuan)管(guan)理(li)(li)中(zhong)(zhong)存在(zai)(zai)不少問題，其(qi)中(zhong)(zhong)的(de)(de)(de)(de)(de)一些看(kan)似影響(xiang)不大、損失不多、危害不深的(de)(de)(de)(de)(de)問題難以發(fa)(fa)現，甚(shen)至(zhi)暴露之后(hou)不了了之，而對這些問題的(de)(de)(de)(de)(de)改(gai)進(jin)很大程(cheng)度(du)上靠科(ke)室(shi)(shi)和個(ge)人自覺，缺乏常(chang)態化監督機制。

二、醫院行政職(zhi)能(neng)科室(shi)職(zhi)能(neng)特(te)點(dian)和(he)考核難點(dian)

（一）職(zhi)(zhi)能特(te)(te)(te)點(dian)。醫(yi)(yi)院(yuan)(yuan)行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)于業務(wu)(wu)科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)，科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)人(ren)(ren)員的(de)(de)(de)(de)(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)主要屬(shu)于支持(chi)、服(fu)務(wu)(wu)和(he)(he)保障性(xing)(xing)(xing)(xing)(xing)(xing)質，但又(you)是(shi)(shi)醫(yi)(yi)院(yuan)(yuan)運行(xing)(xing)(xing)的(de)(de)(de)(de)(de)關鍵部門(men)，處于醫(yi)(yi)院(yuan)(yuan)管(guan)理的(de)(de)(de)(de)(de)核(he)(he)心位置，其工(gong)(gong)(gong)(gong)作(zuo)(zuo)特(te)(te)(te)點(dian)有(you)(you)(you)如下幾個方(fang)(fang)面(mian)。職(zhi)(zhi)責范圍(wei)(wei)廣(guang)。除不(bu)(bu)(bu)(bu)直接提供醫(yi)(yi)療服(fu)務(wu)(wu)外(wai)，醫(yi)(yi)院(yuan)(yuan)行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)的(de)(de)(de)(de)(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)涉及院(yuan)(yuan)內院(yuan)(yuan)外(wai)、大(da)大(da)小小、方(fang)(fang)方(fang)(fang)面(mian)面(mian)、零(ling)零(ling)碎碎的(de)(de)(de)(de)(de)日(ri)常(chang)和(he)(he)臨時(shi)(shi)性(xing)(xing)(xing)(xing)(xing)(xing)事(shi)務(wu)(wu)。非常(chang)規性(xing)(xing)(xing)(xing)(xing)(xing)任(ren)務(wu)(wu)多。受內外(wai)環(huan)境等(deng)(deng)各(ge)種因(yin)(yin)素(su)(su)的(de)(de)(de)(de)(de)影(ying)(ying)響大(da)，政(zheng)(zheng)策(ce)性(xing)(xing)(xing)(xing)(xing)(xing)、指令性(xing)(xing)(xing)(xing)(xing)(xing)、階(jie)(jie)段(duan)(duan)性(xing)(xing)(xing)(xing)(xing)(xing)、臨時(shi)(shi)性(xing)(xing)(xing)(xing)(xing)(xing)工(gong)(gong)(gong)(gong)作(zuo)(zuo)任(ren)務(wu)(wu)多，工(gong)(gong)(gong)(gong)作(zuo)(zuo)彈性(xing)(xing)(xing)(xing)(xing)(xing)大(da)，階(jie)(jie)段(duan)(duan)性(xing)(xing)(xing)(xing)(xing)(xing)緊張繁忙與階(jie)(jie)段(duan)(duan)性(xing)(xing)(xing)(xing)(xing)(xing)平(ping)靜輕(qing)松并存(cun)。本次突發的(de)(de)(de)(de)(de)肺炎疫情(qing)，各(ge)醫(yi)(yi)院(yuan)(yuan)的(de)(de)(de)(de)(de)行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)增(zeng)加了諸多臨時(shi)(shi)性(xing)(xing)(xing)(xing)(xing)(xing)工(gong)(gong)(gong)(gong)作(zuo)(zuo)，便是(shi)(shi)在全國范圍(wei)(wei)內對醫(yi)(yi)院(yuan)(yuan)行(xing)(xing)(xing)政(zheng)(zheng)科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)臨時(shi)(shi)發揮職(zhi)(zhi)能效率(lv)的(de)(de)(de)(de)(de)一次階(jie)(jie)段(duan)(duan)性(xing)(xing)(xing)(xing)(xing)(xing)實踐。工(gong)(gong)(gong)(gong)作(zuo)(zuo)難(nan)(nan)量化。醫(yi)(yi)院(yuan)(yuan)行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)有(you)(you)(you)明確(que)的(de)(de)(de)(de)(de)分(fen)工(gong)(gong)(gong)(gong)，這(zhe)就(jiu)使得各(ge)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)的(de)(de)(de)(de)(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)各(ge)具(ju)特(te)(te)(te)色，科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)內每個崗位都自有(you)(you)(you)特(te)(te)(te)點(dian)，獨(du)一無二。需(xu)(xu)要協同(tong)(tong)(tong)(tong)事(shi)項多。不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)既有(you)(you)(you)分(fen)工(gong)(gong)(gong)(gong)又(you)有(you)(you)(you)聯系(xi)，存(cun)在著大(da)量需(xu)(xu)要其他(ta)科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)參與、支持(chi)、配合(he)的(de)(de)(de)(de)(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)。人(ren)(ren)員構成(cheng)(cheng)較復雜。行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)要完成(cheng)(cheng)多方(fang)(fang)面(mian)工(gong)(gong)(gong)(gong)作(zuo)(zuo)，就(jiu)需(xu)(xu)要不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)學歷、專業、能力(li)、特(te)(te)(te)長、經歷和(he)(he)經驗的(de)(de)(de)(de)(de)人(ren)(ren)員，其性(xing)(xing)(xing)(xing)(xing)(xing)格、認(ren)知、處事(shi)方(fang)(fang)式自然千差(cha)(cha)萬別。工(gong)(gong)(gong)(gong)作(zuo)(zuo)結果(guo)可控性(xing)(xing)(xing)(xing)(xing)(xing)差(cha)(cha)。因(yin)(yin)為行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)工(gong)(gong)(gong)(gong)作(zuo)(zuo)范圍(wei)(wei)廣(guang)、非常(chang)規性(xing)(xing)(xing)(xing)(xing)(xing)任(ren)務(wu)(wu)多、工(gong)(gong)(gong)(gong)作(zuo)(zuo)難(nan)(nan)量化等(deng)(deng)因(yin)(yin)素(su)(su)，內外(wai)環(huan)境不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)、時(shi)(shi)機不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)、科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)、人(ren)(ren)員不(bu)(bu)(bu)(bu)同(tong)(tong)(tong)(tong)等(deng)(deng)均會影(ying)(ying)響工(gong)(gong)(gong)(gong)作(zuo)(zuo)結果(guo)。（二）考核(he)(he)難(nan)(nan)點(dian)。正是(shi)(shi)由于以(yi)上的(de)(de)(de)(de)(de)特(te)(te)(te)點(dian)，對行(xing)(xing)(xing)政(zheng)(zheng)職(zhi)(zhi)能科(ke)室(shi)(shi)(shi)(shi)(shi)(shi)的(de)(de)(de)(de)(de)考核(he)(he)難(nan)(nan)度極大(da)。定(ding)(ding)性(xing)(xing)(xing)(xing)(xing)(xing)考核(he)(he)要求居多，但定(ding)(ding)性(xing)(xing)(xing)(xing)(xing)(xing)考核(he)(he)線條粗，受考核(he)(he)組成(cheng)(cheng)員的(de)(de)(de)(de)(de)能力(li)、水(shui)平(ping)和(he)(he)是(shi)(shi)否公平(ping)影(ying)(ying)響大(da)，存(cun)在著道(dao)德風險，會出(chu)現難(nan)(nan)以(yi)服(fu)眾的(de)(de)(de)(de)(de)情(qing)況。同(tong)(tong)(tong)(tong)時(shi)(shi)，平(ping)衡(heng)計(ji)分(fen)卡（BSC）、360度績(ji)效評估法(fa)、關鍵績(ji)效指標(biao)(KPI)等(deng)(deng)方(fang)(fang)法(fa)，主要是(shi)(shi)立足于考核(he)(he)，對具(ju)體(ti)問(wen)題(ti)的(de)(de)(de)(de)(de)發現和(he)(he)解決有(you)(you)(you)較大(da)局限性(xing)(xing)(xing)(xing)(xing)(xing)，同(tong)(tong)(tong)(tong)時(shi)(shi)也因(yin)(yin)為多種因(yin)(yin)素(su)(su)限制難(nan)(nan)以(yi)持(chi)續進行(xing)(xing)(xing)。

三(san)、醫院行(xing)政(zheng)職能科(ke)室滿意(yi)度評價(jia)的(de)目(mu)標意(yi)義

建(jian)立(li)以持(chi)續(xu)發現和(he)改(gai)進(jin)問(wen)題為(wei)(wei)導向的(de)(de)(de)醫(yi)院行政(zheng)職(zhi)(zhi)能(neng)科(ke)室滿意(yi)度(du)(du)評價(jia)制(zhi)度(du)(du)，目的(de)(de)(de)是通(tong)過設計一套完善(shan)的(de)(de)(de)、可行的(de)(de)(de)、便于(yu)操作(zuo)的(de)(de)(de)方法來評定(ding)和(he)測量(liang)員(yuan)工(gong)工(gong)作(zuo)行為(wei)(wei)與工(gong)作(zuo)效(xiao)果。滿意(yi)度(du)(du)評價(jia)不(bu)等同于(yu)績效(xiao)考(kao)(kao)核，但與績效(xiao)考(kao)(kao)核一樣，具有考(kao)(kao)核激勵作(zuo)用。通(tong)過對行政(zheng)職(zhi)(zhi)能(neng)科(ke)室和(he)員(yuan)工(gong)的(de)(de)(de)工(gong)作(zuo)質量(liang)、數(shu)量(liang)、效(xiao)益等進(jin)行科(ke)學的(de)(de)(de)評估，發現和(he)了解員(yuan)工(gong)和(he)科(ke)室工(gong)作(zuo)存(cun)在(zai)的(de)(de)(de)不(bu)足和(he)偏差(cha)，進(jin)行有效(xiao)的(de)(de)(de)溝通(tong)、常態化的(de)(de)(de)督促(cu)改(gai)進(jin)，以科(ke)學的(de)(de)(de)績效(xiao)扣(kou)發與獎(jiang)勵安排為(wei)(wei)基礎保障，提升科(ke)室和(he)個人的(de)(de)(de)工(gong)作(zuo)能(neng)力，最終實現科(ke)室和(he)醫(yi)院的(de)(de)(de)整體能(neng)力的(de)(de)(de)提升。

四、醫院行政職能科室滿意度評(ping)價工作的具體做法

（一(yi)）確立以(yi)(yi)持(chi)續性(xing)發(fa)(fa)現(xian)(xian)(xian)和(he)改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)為(wei)(wei)(wei)(wei)主要(yao)目(mu)(mu)標(biao)的(de)(de)(de)(de)思路(lu)。通(tong)(tong)過(guo)(guo)便捷的(de)(de)(de)(de)信(xin)息(xi)化(hua)問(wen)(wen)(wen)(wen)(wen)卷(juan)(juan)，全院職工(gong)或(huo)針(zhen)對(dui)(dui)性(xing)人(ren)(ren)(ren)(ren)群參(can)(can)與(yu)，對(dui)(dui)行(xing)政職能科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)和(he)人(ren)(ren)(ren)(ren)員(yuan)在(zai)服(fu)務(wu)(wu)效(xiao)(xiao)(xiao)率、服(fu)務(wu)(wu)質量(liang)、服(fu)務(wu)(wu)態(tai)度(du)(du)(du)(du)和(he)工(gong)作(zuo)(zuo)(zuo)(zuo)紀律等開(kai)展(zhan)(zhan)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)。評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)進(jin)(jin)(jin)行(xing)四(si)方面的(de)(de)(de)(de)運用(yong)：一(yi)是(shi)發(fa)(fa)現(xian)(xian)(xian)、分(fen)析(xi)、改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)；二是(shi)發(fa)(fa)現(xian)(xian)(xian)、分(fen)析(xi)、總(zong)結(jie)(jie)(jie)(jie)經驗；三是(shi)吸收建設(she)(she)性(xing)的(de)(de)(de)(de)意(yi)見；四(si)是(shi)開(kai)展(zhan)(zhan)調(diao)查(cha)(cha)結(jie)(jie)(jie)(jie)果(guo)獎(jiang)懲激(ji)(ji)勵(li)(li)，形成(cheng)激(ji)(ji)勵(li)(li)約(yue)束(shu)機制(zhi)(zhi)。（二）制(zhi)(zhi)定(ding)以(yi)(yi)移動端調(diao)查(cha)(cha)問(wen)(wen)(wen)(wen)(wen)卷(juan)(juan)為(wei)(wei)(wei)(wei)途徑的(de)(de)(de)(de)滿(man)(man)意(yi)度(du)(du)(du)(du)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)方法。依據調(diao)查(cha)(cha)目(mu)(mu)標(biao)，此(ci)調(diao)查(cha)(cha)問(wen)(wen)(wen)(wen)(wen)卷(juan)(juan)設(she)(she)計(ji)充分(fen)考(kao)慮五個(ge)(ge)維度(du)(du)(du)(du)：1.核(he)心維度(du)(du)(du)(du)。針(zhen)對(dui)(dui)核(he)心問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)設(she)(she)計(ji)題(ti)(ti)(ti)(ti)(ti)(ti)目(mu)(mu)，包(bao)括工(gong)作(zuo)(zuo)(zuo)(zuo)成(cheng)效(xiao)(xiao)(xiao)和(he)態(tai)度(du)(du)(du)(du)等，對(dui)(dui)所有(you)(you)被評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)及個(ge)(ge)人(ren)(ren)(ren)(ren)設(she)(she)置問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)；2.數(shu)量(liang)維度(du)(du)(du)(du)。調(diao)查(cha)(cha)題(ti)(ti)(ti)(ti)(ti)(ti)目(mu)(mu)數(shu)量(liang)不(bu)(bu)能過(guo)(guo)多，一(yi)般不(bu)(bu)超過(guo)(guo)10題(ti)(ti)(ti)(ti)(ti)(ti)，題(ti)(ti)(ti)(ti)(ti)(ti)目(mu)(mu)過(guo)(guo)多會降低參(can)(can)與(yu)度(du)(du)(du)(du)；3.效(xiao)(xiao)(xiao)率維度(du)(du)(du)(du)。操作(zuo)(zuo)(zuo)(zuo)一(yi)定(ding)要(yao)簡單便捷，因為(wei)(wei)(wei)(wei)移動端畢(bi)竟界面空間有(you)(you)限，以(yi)(yi)提(ti)(ti)高時(shi)行(xing)政職能科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)滿(man)(man)意(yi)度(du)(du)(du)(du)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)模型（以(yi)(yi)發(fa)(fa)現(xian)(xian)(xian)和(he)改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)為(wei)(wei)(wei)(wei)導向）效(xiao)(xiao)(xiao)性(xing)，便于(yu)(yu)(yu)及時(shi)匯總(zong)分(fen)析(xi)；4.保(bao)密維度(du)(du)(du)(du)。所有(you)(you)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)均(jun)匿(ni)名(ming)回答、匿(ni)名(ming)反饋，提(ti)(ti)高隱私性(xing)，讓(rang)大家敢于(yu)(yu)(yu)暢所欲(yu)言，減少顧(gu)慮；5.信(xin)息(xi)維度(du)(du)(du)(du)。一(yi)定(ding)要(yao)有(you)(you)開(kai)放性(xing)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)，這對(dui)(dui)找準問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)、精準改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)很重(zhong)要(yao)。從實際情(qing)(qing)況(kuang)來看，該方法具有(you)(you)較(jiao)高的(de)(de)(de)(de)可(ke)行(xing)性(xing)。以(yi)(yi)河南(nan)省省立醫(yi)院2018年(nian)(nian)開(kai)展(zhan)(zhan)的(de)(de)(de)(de)三次(ci)行(xing)政職能科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)滿(man)(man)意(yi)度(du)(du)(du)(du)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)工(gong)作(zuo)(zuo)(zuo)(zuo)為(wei)(wei)(wei)(wei)例，職工(gong)參(can)(can)與(yu)率都達(da)到(dao)(dao)了(le)50%以(yi)(yi)上(shang)，也收集到(dao)(dao)5000余(yu)條評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)。（三）設(she)(she)計(ji)基于(yu)(yu)(yu)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)內容(rong)的(de)(de)(de)(de)調(diao)查(cha)(cha)數(shu)據科(ke)(ke)(ke)(ke)學分(fen)析(xi)糾偏機制(zhi)(zhi)。由(you)于(yu)(yu)(yu)問(wen)(wen)(wen)(wen)(wen)卷(juan)(juan)是(shi)匿(ni)名(ming)提(ti)(ti)交，同(tong)時(shi)受參(can)(can)與(yu)問(wen)(wen)(wen)(wen)(wen)卷(juan)(juan)者的(de)(de)(de)(de)個(ge)(ge)人(ren)(ren)(ren)(ren)認(ren)知、素質和(he)傾向性(xing)等因素影響(xiang)，包(bao)括難(nan)以(yi)(yi)避免的(de)(de)(de)(de)點選(xuan)錯誤（邏56加餐廳，是(shi)有(you)(you)職工(gong)不(bu)(bu)了(le)解(jie)客(ke)觀實際，并非后勤保(bao)障部不(bu)(bu)作(zuo)(zuo)(zuo)(zuo)為(wei)(wei)(wei)(wei)。（四(si)）實施(shi)基于(yu)(yu)(yu)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)的(de)(de)(de)(de)工(gong)作(zuo)(zuo)(zuo)(zuo)量(liang)績效(xiao)(xiao)(xiao)適度(du)(du)(du)(du)獎(jiang)勵(li)(li)與(yu)扣發(fa)(fa)。在(zai)糾偏措(cuo)施(shi)得到(dao)(dao)落實的(de)(de)(de)(de)基礎上(shang)，按(an)照一(yi)定(ding)方法開(kai)展(zhan)(zhan)滿(man)(man)意(yi)度(du)(du)(du)(du)和(he)不(bu)(bu)滿(man)(man)意(yi)度(du)(du)(du)(du)核(he)算，并通(tong)(tong)過(guo)(guo)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)小組討(tao)論調(diao)查(cha)(cha)結(jie)(jie)(jie)(jie)果(guo)，對(dui)(dui)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)好的(de)(de)(de)(de)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)和(he)人(ren)(ren)(ren)(ren)員(yuan)進(jin)(jin)(jin)行(xing)獎(jiang)勵(li)(li)，對(dui)(dui)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)差的(de)(de)(de)(de)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)和(he)人(ren)(ren)(ren)(ren)員(yuan)進(jin)(jin)(jin)行(xing)工(gong)作(zuo)(zuo)(zuo)(zuo)量(liang)績效(xiao)(xiao)(xiao)扣發(fa)(fa)，在(zai)隨后月份中逐月兌現(xian)(xian)(xian)。對(dui)(dui)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)較(jiao)差的(de)(de)(de)(de)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)和(he)個(ge)(ge)人(ren)(ren)(ren)(ren)扣發(fa)(fa)前(qian)，對(dui)(dui)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)負責(ze)人(ren)(ren)(ren)(ren)和(he)個(ge)(ge)人(ren)(ren)(ren)(ren)進(jin)(jin)(jin)行(xing)談心談話(hua)，指出發(fa)(fa)現(xian)(xian)(xian)的(de)(de)(de)(de)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)，幫助他們正確看待評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)結(jie)(jie)(jie)(jie)果(guo)，認(ren)真分(fen)析(xi)，正確面對(dui)(dui)，學習提(ti)(ti)高，積(ji)極改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)。本院在(zai)2018年(nian)(nian)完成(cheng)的(de)(de)(de)(de)3次(ci)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)中，累(lei)計(ji)兌現(xian)(xian)(xian)績效(xiao)(xiao)(xiao)獎(jiang)勵(li)(li)集體(ti)3個(ge)(ge)、個(ge)(ge)人(ren)(ren)(ren)(ren)24人(ren)(ren)(ren)(ren)次(ci)，兌現(xian)(xian)(xian)績效(xiao)(xiao)(xiao)扣發(fa)(fa)集體(ti)1個(ge)(ge)、個(ge)(ge)人(ren)(ren)(ren)(ren)10人(ren)(ren)(ren)(ren)次(ci)，相(xiang)(xiang)關舉措(cuo)達(da)到(dao)(dao)了(le)工(gong)作(zuo)(zuo)(zuo)(zuo)提(ti)(ti)高的(de)(de)(de)(de)管理目(mu)(mu)標(biao)。（五）實施(shi)基于(yu)(yu)(yu)持(chi)續改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)的(de)(de)(de)(de)常態(tai)化(hua)跟蹤管理的(de)(de)(de)(de)辦法。發(fa)(fa)現(xian)(xian)(xian)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)是(shi)為(wei)(wei)(wei)(wei)了(le)改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)，工(gong)作(zuo)(zuo)(zuo)(zuo)量(liang)績效(xiao)(xiao)(xiao)的(de)(de)(de)(de)適度(du)(du)(du)(du)獎(jiang)勵(li)(li)與(yu)扣發(fa)(fa)是(shi)為(wei)(wei)(wei)(wei)改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)提(ti)(ti)供激(ji)(ji)勵(li)(li)保(bao)障。對(dui)(dui)于(yu)(yu)(yu)滿(man)(man)意(yi)度(du)(du)(du)(du)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)中發(fa)(fa)現(xian)(xian)(xian)的(de)(de)(de)(de)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)，按(an)照類別整理反饋給各個(ge)(ge)科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)，由(you)各相(xiang)(xiang)關科(ke)(ke)(ke)(ke)室(shi)(shi)(shi)(shi)提(ti)(ti)出整改(gai)(gai)(gai)(gai)措(cuo)施(shi)，并統一(yi)匯總(zong)后向全院公布(bu)，接受全院職工(gong)監督(du)，同(tong)時(shi)安排(pai)專門部門跟蹤評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)改(gai)(gai)(gai)(gai)進(jin)(jin)(jin)情(qing)(qing)況(kuang)，直至問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)得到(dao)(dao)改(gai)(gai)(gai)(gai)正或(huo)解(jie)決(jue)。除特殊(shu)情(qing)(qing)況(kuang)外，在(zai)下一(yi)輪次(ci)滿(man)(man)意(yi)度(du)(du)(du)(du)評(ping)(ping)(ping)(ping)價(jia)(jia)(jia)前(qian)沒有(you)(you)完成(cheng)整改(gai)(gai)(gai)(gai)的(de)(de)(de)(de)，或(huo)者同(tong)一(yi)問(wen)(wen)(wen)(wen)(wen)題(ti)(ti)(ti)(ti)(ti)(ti)重(zhong)復出現(xian)(xian)(xian)的(de)(de)(de)(de)，按(an)逾期未改(gai)(gai)(gai)(gai)正追究責(ze)任。

五、醫(yi)院行(xing)政職能科(ke)室滿意度

評(ping)(ping)價(jia)(jia)(jia)工(gong)(gong)(gong)作(zuo)存在(zai)(zai)的(de)(de)(de)(de)(de)(de)(de)問(wen)題(ti)(ti)(ti)與改進盡管在(zai)(zai)實(shi)(shi)施中(zhong)(zhong)考慮(lv)了(le)多方面的(de)(de)(de)(de)(de)(de)(de)因素(su)，但(dan)評(ping)(ping)價(jia)(jia)(jia)工(gong)(gong)(gong)作(zuo)作(zuo)為(wei)與醫(yi)院(yuan)行政(zheng)管理人員(yuan)(yuan)名和(he)利(li)緊密(mi)相關的(de)(de)(de)(de)(de)(de)(de)工(gong)(gong)(gong)作(zuo)，還是存在(zai)(zai)不(bu)(bu)(bu)少(shao)(shao)需(xu)要完(wan)善的(de)(de)(de)(de)(de)(de)(de)問(wen)題(ti)(ti)(ti)。譬如(ru)(ru)，全院(yuan)職(zhi)(zhi)工(gong)(gong)(gong)在(zai)(zai)評(ping)(ping)價(jia)(jia)(jia)時還難(nan)以(yi)(yi)完(wan)全避免對某個行政(zheng)管理人員(yuan)(yuan)的(de)(de)(de)(de)(de)(de)(de)既往印象，有(you)(you)(you)的(de)(de)(de)(de)(de)(de)(de)職(zhi)(zhi)工(gong)(gong)(gong)較之(zhi)以(yi)(yi)前已經取(qu)得較大(da)進步，但(dan)大(da)家印象里的(de)(de)(de)(de)(de)(de)(de)“標簽”仍難(nan)以(yi)(yi)祛除；部(bu)(bu)分(fen)(fen)(fen)職(zhi)(zhi)工(gong)(gong)(gong)提(ti)出，評(ping)(ping)價(jia)(jia)(jia)月份跨(kua)度(du)較大(da)（3個月），發(fa)現的(de)(de)(de)(de)(de)(de)(de)有(you)(you)(you)些(xie)問(wen)題(ti)(ti)(ti)在(zai)(zai)評(ping)(ping)價(jia)(jia)(jia)時已經遺忘；還有(you)(you)(you)部(bu)(bu)分(fen)(fen)(fen)職(zhi)(zhi)工(gong)(gong)(gong)認為(wei)，有(you)(you)(you)些(xie)不(bu)(bu)(bu)滿意(yi)評(ping)(ping)價(jia)(jia)(jia)事實(shi)(shi)根(gen)據不(bu)(bu)(bu)清，僅有(you)(you)(you)簡短(duan)的(de)(de)(de)(de)(de)(de)(de)原因說明(ming)，盡管有(you)(you)(you)申(shen)訴、核實(shi)(shi)程序，仍不(bu)(bu)(bu)足以(yi)(yi)讓(rang)人足夠(gou)信(xin)服等。針對存在(zai)(zai)的(de)(de)(de)(de)(de)(de)(de)問(wen)題(ti)(ti)(ti)，本院(yuan)聯系一(yi)(yi)(yi)家軟件開發(fa)公(gong)司，將單一(yi)(yi)(yi)的(de)(de)(de)(de)(de)(de)(de)集(ji)(ji)中(zhong)(zhong)滿意(yi)度(du)評(ping)(ping)價(jia)(jia)(jia)調整為(wei)以(yi)(yi)大(da)范圍(wei)日常評(ping)(ping)價(jia)(jia)(jia)為(wei)主、小范圍(wei)集(ji)(ji)中(zhong)(zhong)評(ping)(ping)價(jia)(jia)(jia)為(wei)輔的(de)(de)(de)(de)(de)(de)(de)評(ping)(ping)價(jia)(jia)(jia)方式，職(zhi)(zhi)工(gong)(gong)(gong)通過微信(xin)一(yi)(yi)(yi)次登錄，即可匿名隨時隨地(di)(di)上傳圖片、文字等進行日常評(ping)(ping)價(jia)(jia)(jia)或參與集(ji)(ji)中(zhong)(zhong)評(ping)(ping)價(jia)(jia)(jia)，可解(jie)決(jue)評(ping)(ping)價(jia)(jia)(jia)不(bu)(bu)(bu)及時、評(ping)(ping)價(jia)(jia)(jia)事實(shi)(shi)不(bu)(bu)(bu)充分(fen)(fen)(fen)、提(ti)高評(ping)(ping)價(jia)(jia)(jia)結果(guo)數據處(chu)理能(neng)力等問(wen)題(ti)(ti)(ti)，盡管還達不(bu)(bu)(bu)不(bu)(bu)(bu)夠(gou)完(wan)美，但(dan)我們相信(xin)這些(xie)探索是積(ji)極(ji)而(er)有(you)(you)(you)益(yi)的(de)(de)(de)(de)(de)(de)(de)。輯判斷），所收集(ji)(ji)到(dao)的(de)(de)(de)(de)(de)(de)(de)意(yi)見建(jian)議(yi)，出現了(le)少(shao)(shao)量的(de)(de)(de)(de)(de)(de)(de)偏激語言、不(bu)(bu)(bu)符合實(shi)(shi)際的(de)(de)(de)(de)(de)(de)(de)言論，也有(you)(you)(you)一(yi)(yi)(yi)部(bu)(bu)分(fen)(fen)(fen)是由于(yu)客(ke)觀(guan)條件制約而(er)非部(bu)(bu)門(men)和(he)個人可解(jie)決(jue)的(de)(de)(de)(de)(de)(de)(de)問(wen)題(ti)(ti)(ti)，這些(xie)使部(bu)(bu)分(fen)(fen)(fen)行政(zheng)職(zhi)(zhi)能(neng)科室和(he)人員(yuan)(yuan)認為(wei)不(bu)(bu)(bu)公(gong)平(ping)、難(nan)接受(shou)。為(wei)此(ci)，我們及時采取(qu)了(le)兩項措施。一(yi)(yi)(yi)是宣(xuan)傳教育(yu)。結合醫(yi)院(yuan)文化對行政(zheng)職(zhi)(zhi)能(neng)科室人員(yuan)(yuan)開展宣(xuan)傳教育(yu)，教育(yu)職(zhi)(zhi)工(gong)(gong)(gong)認真踐行“真誠(cheng)、仁愛、精業、務本、創新”的(de)(de)(de)(de)(de)(de)(de)醫(yi)院(yuan)價(jia)(jia)(jia)值(zhi)觀(guan)，倡導讓(rang)職(zhi)(zhi)工(gong)(gong)(gong)敢說話(hua)、愿說話(hua)、說真話(hua)的(de)(de)(de)(de)(de)(de)(de)醫(yi)院(yuan)文化，以(yi)(yi)包容之(zhi)心正確(que)看待全院(yuan)職(zhi)(zhi)工(gong)(gong)(gong)評(ping)(ping)價(jia)(jia)(jia)和(he)評(ping)(ping)價(jia)(jia)(jia)中(zhong)(zhong)存在(zai)(zai)的(de)(de)(de)(de)(de)(de)(de)不(bu)(bu)(bu)足，以(yi)(yi)有(you)(you)(you)則改之(zhi)、無則加(jia)勉的(de)(de)(de)(de)(de)(de)(de)態度(du)對待評(ping)(ping)價(jia)(jia)(jia)意(yi)見和(he)建(jian)議(yi)。二是申(shen)訴核實(shi)(shi)。接受(shou)三類問(wen)題(ti)(ti)(ti)的(de)(de)(de)(de)(de)(de)(de)申(shen)訴并進行核實(shi)(shi)。一(yi)(yi)(yi)是錯評(ping)(ping)的(de)(de)(de)(de)(de)(de)(de)，例如(ru)(ru)選的(de)(de)(de)(de)(de)(de)(de)不(bu)(bu)(bu)滿意(yi)，但(dan)在(zai)(zai)原因里寫(xie)的(de)(de)(de)(de)(de)(de)(de)是滿意(yi)內容，則可能(neng)是點錯選項；二是評(ping)(ping)錯的(de)(de)(de)(de)(de)(de)(de)，不(bu)(bu)(bu)屬(shu)于(yu)該部(bu)(bu)門(men)的(de)(de)(de)(de)(de)(de)(de)評(ping)(ping)到(dao)了(le)該部(bu)(bu)門(men)，例如(ru)(ru)“工(gong)(gong)(gong)會福利(li)少(shao)(shao)”寫(xie)到(dao)了(le)宣(xuan)傳部(bu)(bu)；三是客(ke)觀(guan)因素(su)制約，例如(ru)(ru)因場地(di)(di)原因無法增。

作者:李常(chang)生 張(zhang)衛兵 連雨 單位(wei):河(he)南省省立醫(yi)院