某三甲医院出院病人医疗服务满意度分析  

A Survey and Analysis of Discharged Patients'Satisfaction on Medical Service

作　　者：吕世伟[1] 付连尚[2] 王杰宁[1] 刘阳[1] 李堂林[1] 储静[1] 朱晓燕[1] 

机构地区：[1]第二军医大学训练部临床管理处,上海200433 [2]解放军第273医院,新疆库勒841000

出　　处：《中国医院管理》2005年第2期53-55,共3页Chinese Hospital Management

摘　　要：目的分析出院病人满意度的调查结果.为医院改进医疗服务质量提供科学依据。方法收集某三级甲等医院2003年与2004年493份出院病人满意度调查回函.采用模糊综合评价法和SAS6.12软件,对调查项目的满意度进行分析和评价。结果两年之间的满意度差别有统计学意义(x2=14.16,P<0.0001)、2004年的总满意度高于2003年,说明针对调查结果进行的改进措施取得了成效。讨论模糊控制量作为出院病人满意度的评判值是切实可行的.并可依此查找出医疗服务质量的薄弱环节加以改进。Objectives To analyze the investigation results of the discharged patients'satisfaction on medical service, so as to offer scientific evidence for hospitals to improve their medical service quality.Methods Collect the questionnaires sent by correspondence to survey the satisfaction of the inpatients discharged from the Class A tertiary hospital of the year 2003 and 2004,and adopt fuzzy comprehensive evaluation and SAS6.12 software,and analyze and evaluate the satisfaction degree on the investigated items.ffesufts There is statistically significance difference between the two years patients'satisfaction towards thed service (x2=14.16,P<0.0001),and the satisfaction degree of the year of 2004 is higher than that of 2003.lt shows that the improvement measures have taken effective since the results of first year survey.Discussion Using fuzzy control value as reference for judge the satisfaction degree of the in-patients is practical and feasible,and what's more,which can help us to detect the weak points in medical service quality and for further improvement.

关 键 词：医院管理 医院服务质量 出院病人 满意度 

分 类 号：R197.3[医药卫生—卫生事业管理]