医院顾客满意度问卷设计与预调查  

Design of Questionnaire and A Pilot Survey on Hospital Customer Satisfaction Degree

作　　者：张梅霞[1] 姚瑶[1] 李妙[1] 常文玉[1] 

机构地区：[1]南方医科大学附属珠江医院质量管理科,广州510280

出　　处：《解放军医院管理杂志》2008年第4期317-319,共3页Hospital Administration Journal of Chinese People's Liberation Army

基　　金：广东省科技计划项目(2007B031302009)

摘　　要：目的：探讨医院顾客满意度调查问卷的设计及其预调查。方法：围绕医疗服务态度、效率、质量、医德医风、医疗收费、医院环境和饮食等顾客可感知的7个关键环节，设计30个调查项目，并对400例出院患者进行预调查。结果：调查问卷内部一致性Cronbash＇s α系数较高（0．991），题目的敏感性分析“Alpha if Item Deleted”值变化幅度很小（0．955—0．959），各单项与总体满意度之间具有较强的相关性（0．62—0．89），经因子分析，因子载荷与结构和量表内容基本吻合。结论：本问卷具有较高的信度和效度，适用于医院顾客满意度调查。Objective： To explore the design of a questionnaire and its use in a pilot survey on hospital customer satisfaction. Method： A questionnaire of 30 investigational items was designed to cover 7 areas of medical service where patients would have direct experience as attitude, efficiency, quality, ethics, cost, environment and food. It was used in a pilot survey of 400 former patients discharged from hospitalization. Results： The Cronbash＇s coefficient for internal consistency of the questionnaire was fairly high （0. 991 ）. Sensitivity analysis showed very small variation of value if item deleted （0.955 - 0. 959） and a relatively strong correlation （0.62 - 0.89） between various single items and the overall degree of satisfaction. A factor analysis indicated that the factor load and structure were basically consistent with the contents of the questionnaire. Conclusion ： The questionnaire has good reliability and validity, and it is suitable for use in hospital survey on degree of customer satisfaction.

关 键 词：顾客满意度 问卷设计 预调查 医院管理 

分 类 号：R197.32[医药卫生—卫生事业管理]