医院住院病人满意度的模糊综合评价  

Fuzzy Synthetical Judgment on In-patient Satisfaction

作　　者：张家钧 胡健[1] 肖昶明 王增珍[2] 李开祥[2] 候长荣 欧阳宁慧[2] 

机构地区：[1]同济医院,武汉市430030 [2]同济医科大学公共卫生学院

出　　处：《中国医院统计》1997年第4期209-212,共4页Chinese Journal of Hospital Statistics

摘　　要：本文采用模糊综合评价的方法,对武汉地区某医院住院病人的满意度进行了评价.结果表明:全院满意率为84.02%,满意度的总评分为92.56分.各科室满意度评分也都在90分以上.模糊控制量表明需要改进的方面有病房饮食、耐心解答病人的问题、护理态度和病人按红灯及时赶到.通过对各评估指标的模糊控制量的计算,排列出各服务项目的优劣顺序.In-patient satisfaction in one hospital in Wuhan city is appraised with fuzzy synthetical judgment.The result shows that satisfaction rate of the whole hospital is 84.2%, the total score of satisfaction is92..56. The score of satisfaction for every department is above 90. Fuzzy control measurement shows thataspects needed to improve are being more patient to answer patient questions, nursing manner and beingpresent in time when patients press red button for help. All the fuzzy control measurement for every itemof services is calculated and sorted from the best to the worst.

关 键 词：满意度 模糊综合评价 医院 病人管理 

分 类 号：R197.322[医药卫生—卫生事业管理]