患者满意度测量方法探讨  

On the measurement methodology of patient satisfaction

作　　者：姜良美[1] 郭继志[1] 胡善菊[1] 王建伟[1] 王伟[1] 吴炳义[1] 

机构地区：[1]潍坊医学院卫生管理学院,山东省潍坊市261042

出　　处：《中华医院管理杂志》2008年第11期743-746,共4页Chinese Journal of Hospital Administration

摘　　要：分析了当前患者满意度研究的现状，根据医疗服务的特殊性提出适合我国国情的患者满意度模型，结合实证研究建立了患者满意度评价指标体系，内容包括患者需求结构、评价项目以及项目的权重、等级，并对患者满意度调查的实施程序进行了探讨。指出科学的测量方法是患者满意度评价实施的前提和保证，有利于评价的标准化，有助于医院了解患者，以便采取有针对性的措施来提高患者满意度。This thesis analyzes the current study on patient satisfaction, and introduces a patient satisfaction model to fit the specifics of medical services in hospitals in China. Based on a demonstration research, it established an evaluation index system for patient satisfaction. Such a system covers patient requirements makeup, evaluation items, the weight and grading of these evaluation items. It puts that a scientific measurement method assures a successful patient satisfaction evaluation, facilitates its standardization, and helps the hospital in question to know better its patients, which may suggest specific measures to improve patient satisfaction.

关 键 词：患者 满意度 评价指标 体系 

分 类 号：R197.3[医药卫生—卫生事业管理]