Fulton Bradley R, Malott Donald L, Ayala Louis
Press Ganey Associates, Inc., 404 Columbia Place, South Bend, IN 46601, USA.
J Med Pract Manage. 2010 Jan-Feb;25(4):202-6.
With the considerable number of quality improvement options available, it is difficult to determine which are right for your organization. As the award-winning outpatient organizations and the research literature cited in this article demonstrate, improving the quality of communication both directly and indirectly increases a patient's opinion of an organization. Specifically, the extent and quality of communication with the patient and among healthcare team members, both during and after the patient's visit, are key drivers of the patient's increased likelihood to recommend the organization. Better communication increases not only patient satisfaction, but also the patient's adherence to post-visit guidelines and medication, which is associated with increased quality of life. Thus, communication-type initiatives are central to improving service quality. Rather than offering a guide to implementing one of the many communication-focused initiatives available, this article offers an empirically based conceptual framework to help the reader consider the broader effects of these initiatives.
由于有大量质量改进选项可供选择，很难确定哪些适合您的组织。正如本文引用的屡获殊荣的门诊机构和研究文献所表明的那样，直接和间接地提高沟通质量都会提升患者对一个机构的评价。具体而言，在患者就诊期间和之后，与患者以及医疗团队成员之间沟通的程度和质量，是患者更有可能推荐该机构的关键驱动因素。更好的沟通不仅能提高患者满意度，还能增强患者对就诊后指导方针和药物治疗的依从性，而这与生活质量的提高相关。因此，沟通类举措对于提高服务质量至关重要。本文并非提供实施众多以沟通为重点的举措之一的指南，而是提供一个基于实证的概念框架，以帮助读者考虑这些举措的更广泛影响。
