International Journal of Clinical Research

Objectives: To study and analyze the effect of PDCA model on medical complaint rate and medical service satisfaction. Methods: A retrospective analysis was conducted on the management of the maternity and Child Health Care Hospital from January 2020 to August 2022. Routine management was carried out from January 2020 to December 2020 (control phase), and PDCA model management was carried out from January 2021 to August 2022 (research phase).A total of 500 outpatients and cases in each stage were selected as the research objectives, and were included in the control group and the study group. The medical complaint rate during hospitalization and outpatient treatment and the satisfaction of medical services when leaving hospital were compared between the two groups. Results: The medical complaint rate of the study group was lower than that of the control group, and the medical service satisfaction scores in terms of medical experience, medical professional level, medical service attitude and safety management were higher than those of the control group, and the differences were statistically significant (P < 0.05). Conclusion: The PDCA model in the management of medical institutions is helpful to reduce the rate of medical complaints and improve the satisfaction of medical services.

Medical institution management; PDCA mode; Medical complaint rate; Satisfaction with medical services