随着社会的进步和人民生活水平不断提高，人们对健康的需求也在不断提高， 并且越来越关注自己的身体，重视生活生命质量。有调查报道称，随着年龄的增 长，健康、身体、认知和心理功能会自然下降，但人们在晚年生活中仍保持着主 观的生活质量[1]，这足以证明了人们对健康的关注度。而且现在全民健身与“健 康中国”建设均上升到国家战略层面[2]，满足人们对于健康的新期盼,推进健康 新生活。党的十九大报告明确指出,人民健康是民族昌盛和国家富强的重要标志, 正式将“健康中国”战略纳入国家的重大战略部署中[3]。可见国家对人民健康非 常重视和关注。这对医疗行业将会是一种挑战，势必加快医疗改革进度。 在社会主义新时代发展的大环境和紧张的医患关系下,医疗行业更应通过提 升医院医疗服务质量,妥善缓解医患矛盾,加强医患沟通,从源头减少投诉,进而 提升医疗服务质量[4]。有学者认为，只有搭建医患双方理解、交流、对话的医患 命运共同体的平台,医患才能真正和谐[5]。基于此，人们自然也会对医疗服务标 准和要求有所增加，而作为医疗服务行业，必须顺应时代发展和人民要求，才有 可能发展壮大。因此，医疗机构为了有效提升医疗服务水平和质量，就需要提高 目前患者和医院及社会都非常关注的患者满意度和就医体验。 患者的满意度就是指人们对疾病的诊治、医疗技术、护理、环境、就医体验、 人文关怀等服务的满意程度。有专家认为，当患者感到痛苦难忍时，如果能够及 时得到医护人员的治疗或帮助，患者内心就很舒适，并可以主动改善患者与医护 人员之间互动、医疗满意度自然高[6]。也有专家认为，若患者身体健康差、心理 健康差，患者即使做小手术，术后患者满意度依旧较低[7]。因此，医疗机构治“人” 也要医“心”，这更能反应出满意度内涵。 大家都很清楚，患者患病本身就很痛苦，会给自己和家属带来很多麻烦，包 括精神心理上的折磨、身体上的痛苦和煎熬、经济上的压力等。患者如果在医院 得不到很好的医疗服务，满意度效果就不理想，医患关系肯定会有所紧张，甚至 有可能产生医疗纠纷，这对患者和家属及医院都是非常不利的，我们医疗行业必 须重视起来，避免此类事件发生和恶化。在建设和谐社会主义的进程中,和谐的 医患关系至关重要，但近年来,我国的医患矛盾逐渐增加,医患关系趋于紧张。而 在医患紧张关系中，妇女患者占比不少。众所周知，妇女同胞也是我们社会非常 关注的一类人群，对妇科疾病这内患病的人群，我们医疗行业尤其重视，因为， 国内每年都有很多妇科疾患方面的医疗纠纷，对医院来和社会来说影响极大，政 府和医院都很重视。当然要想从更本上去缓解当下紧张的医患关系，需要社会、 医方、患方的共同协作,及政府的正确引导、法律的重要保障[8]。 II 本文就是通过对YL医疗集团妇科住院患者满意度进行分析和部分患者问卷 调查，结合医院和患者实际情况，运用马斯洛需要理论和医院常用PDCA方法进 行分析，得出本医疗集团现存的主要医疗问题，然后采取符合医院和患者的相关 措施，优化医疗问题，持续改进和提高。本文共分为六个部分内容。第一部分是 绪论，简述概括了当今社会医疗发展现状、本文的研究背景及研究的目的和意义。 通过国内外文献综述介绍及我国自身医疗现状和医院医疗发展现状，并结合我国 及LY医疗集团公司的发展状况进行相关医疗质量理论研究,确定了本文的研究 方法。第二部分是医疗质量和医疗服务相关理论介绍,详细介绍了医疗质量相关 方面的理论,对医疗服务和医疗质量进行了详细介绍。第三部分详细阐述了LY 医疗集团公司和妇科的基本情况,通过PEST分析,再结合中国医疗现状分析,得 出LY医疗集团公司现存的一些主要医疗问题。第四部分是对LY医疗集团妇科服 务质量现存问题进行PDCA分析。第五部分是讨论如何提升LY医疗集团妇科医疗 服务，我们通过PDCA方法对LY医疗集团公司妇科四大主要问题进行分析，提出 了一些列整改措施，达到优化我们医疗服务体系的目的。第六部分是全文总结和 对中国医疗行业及LY医疗集团妇科未来展望。 关键词：满意度；就医体验；医疗服务；医疗技术；医疗质量； III Abstract With the progress of society and the continuous improvement of people's living standards, people's demand for health is also constantly improving, and more and more attention is paid to their own bodies and quality of life. It has been reported that with the growth of age, health, physical, cognitive and psychological functions will naturally decline, but people still maintain a subjective quality of life in their later life [1], which is enough to prove people's attention to health. And now the national fitness and "healthy China" construction have risen to the national strategic level [2], to meet people's new expectations for health and promote a healthy new life. The report of the 19th National Congress of the Communist Party of China clearly points out that people's health is an important symbol of national prosperity and national prosperity, and formally incorporates the "healthy China" strategy into the major national strategic deployment [3]. It can be seen that the state attaches great importance to and pays attention to people's health. This will be a challenge for the medical industry, which is bound to accelerate the progress of medical reform. In the context of the development of the new era of socialism and the tense relationship between doctors and patients, the medical industry should improve the quality of medical services, properly alleviate the contradictions between doctors and patients, strengthen the communication between doctors and patients, reduce complaints from the source, and improve the quality of medical services [4]. Some scholars believe that only by building a platform of mutual understanding, communication and dialogue between doctors and patients, can doctors and patients be truly harmonious [5]. Based on this, people will naturally increase the standards and requirements of medical services. As a medical service industry, it is possible to develop and expand only if it complies IV with the development of the times and the requirements of the people. Therefore, in order to effectively improve the level and quality of medical services, medical institutions need to improve the patient satisfaction and medical experience that are very concerned by patients, hospitals and society. Patient satisfaction refers to people's satisfaction with the diagnosis and treatment of diseases, medical technology, nursing, environment, medical experience, humanistic care and other services. Some experts believe that when patients feel pain, if they can get timely treatment or help from medical staff, they will feel very comfortable, and can actively improve the interaction between patients and medical staff, naturally high medical satisfaction [6]. Some experts also believe that if the patient's physical health and mental health are poor, the patient's satisfaction is still low even if they perform small operations [7]. Therefore, medical institutions should treat people as well as heart, which can more reflect the content of satisfaction. We all know that the patient's illness itself is very painful, which will bring a lot of troubles to himself and his family, including mental and psychological suffering, physical pain and suffering, economic pressure, etc. If patients can not get good medical services in the hospital, the satisfaction effect is not ideal, the relationship between doctors and patients will certainly be tense, and even there may be medical disputes, which is very unfavorable for patients, their families and the hospital. We must pay attention to the medical industry to avoid such incidents and deterioration. In the process of building harmonious socialism, harmonious doctor-patient relationship is very important, but in recent years, the contradiction between doctors and patients in our country has gradually increased, and the relationship between doctors and patients has become tense. In the tense relationship between doctors and V patients, women account for a lot of patients. As we all know, women's compatriots are also a group of people that our society pays great attention to. We pay special attention to the gynaecological diseases, the people who are suffering from gynaecological diseases. Because there are many medical disputes in terms of gynaecological diseases every year in China, which have a great impact on the hospital and society, and the government and the hospital attach great importance to them. Of course, to alleviate the current tense doctor-patient relationship from a more fundamental perspective, we need the cooperation of the society, the doctors and the patients, the correct guidance of the government, and the