门诊病人满意度的若干影响因素分析  

An analysis on several influential factors towards the degree of satisfactory among inpatients

作　　者：祁国华[1] 

机构地区：[1]上海市第二人民医院,上海市多稼路1号200011

出　　处：《中国医院》2004年第12期68-69,共2页Chinese Hospitals

摘　　要：目的 分析影响门诊病人满意度的因素。方法 对已就诊的病人是否选择医生、未选医生的原因、对医生的满意度、对医院的满意度及对医院不满意的问题进行问卷调查。结果 选择医生就诊病人的满意度明显高于非选医生组的病人;不同职称医生和不同级别的医院对满意度的影响不明显;医务人员解释简单和服务态度差是影响满意度的主要因素。结论 确保医生对每一病人的诊疗时间,提高服务态度是提高门诊病人对医院满意度的关键。Purpose: to analyze the influential factors towards the degree of satisfactory among outpatients. Method: questionnaire survey conductedamong patients who visited the hospital on whether or not they chosen physicians, why they did not choose physicians, the degree of satisfactory towardsphysicians/hospital and the problems of not-satisfactory towards hospital. Result: the degree of satisfactory among those who chosen physicians is remarkablyhigher than that of those who did not choose physicians; the influence of physicians of different post tittles and hospitals in different grades on degree ofsatisfactory is not remarkable; simple explanation and poor service attitude are the main factors to influence the degree of satisfactory. Conclusion: to guaranteethe enough time for physicians to consult every patient and improve service attitude are the keys to improve the degree of satisfactory among outpatients.

关 键 词：医生 满意度 门诊病人 医院 就诊病人 影响因素分析 医务人员 服务态度 不满意 选择 

分 类 号：R197[医药卫生—卫生事业管理] R47[医药卫生—公共卫生与预防医学]