出院患者满意率调查分析与思考  

nvestigation and Analysis on Satisfactory Rate of Patients Leaving Hospital

作　　者：朱晓燕[1] 刘阳[1] 李堂林[1] 张萍[1] 郭鹏飞[1] 

机构地区：[1]第二军医大学训练部临床管理处,上海200433

出　　处：《解放军医院管理杂志》2005年第6期573-574,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的:开展对出院患者满意率调查,对于改进医疗服务质量具有一定的指导意义。方法:2003年至2005年每年从3所三级甲等医院1月1日至3月31日所有出院患者中随机抽取调查对象发放问卷调查表,并回收统计分析。结果:患者对医生、护士和医疗质量的满意率较高,挂号、收费窗口服务和沐浴、营养膳食以及费用是否合理的满意率较低,总体满意率呈逐年下降趋势。讨论:医疗服务要求人性化,硬件设施要求舒适化,医疗费用要求合理化。Objective： Promote medical service quality by the investigation of patients leaving hospital. Methods： Make inquiries by questionnaires to the patients in three class - one, lever - three hospitals from 2003 to 2005. Resuits ： The whole shows downtrend, mainly caused by low satisfactory rate of quality of registration and charge. Discussion： Medical service should humanize, hardware equipments should be comfortable and the charge of medical should be reasonable.

关 键 词：患者满意率 调查分析 

分 类 号：R197.32[医药卫生—卫生事业管理]