医务人员对医院行政后勤部门服务满意度的秩和比分析  

RANK-TEST OF MEDICAL STAFF SATISFACTION ON SERVICES OF ADMINISTRATION AND LOGISTIC DEPARTMENTS

作　　者：杨建南[1] 杨柳桦[2] 

机构地区：[1]成都铁路中心医院,成都610081 [2]成都市医学信息所

出　　处：《现代预防医学》2009年第9期1615-1616,1626,共3页Modern Preventive Medicine

摘　　要：[目的]探讨科学评价医院行政后勤部门服务满意度。[方法]对某三级医院医务人员发放行政后勤部门服务满意度调查问卷,采用Ridit分析以及秩和比法对满意度进行综合评价。[结果]医务人员对医院13个行政和后勤部门的满意度有差别(P﹤0.01)。[结论]评价医院内部顾客对行政和后勤部门配合临床医疗服务的满意度,持续改进各项管理和服务,是提高患者满意度的重要途径之一。[Objective] To establish a method of evaluating the employee satisfaction on the service of the administration and logistic departments scientifically. [Methods] Handed out the questionnaires on satisfaction on the service of the adminis-tration and logistic departments to the medical staff in a Grade III hospital. The Ridit analysis and Rank-Test were adopted for comprehensive assessment of the satisfaction. [Results] There were significant differences among the medical staff satisfaction on the services of 13 administration and logistic branches （P﹤0.01）. [Conclusion] Evaluating hospital internal customers sat-isfaction on the service for clinical care of the administrative and logistical sectors and continuous improving the management and services is one of the important ways to enhance patient satisfaction.

关 键 词：医院服务 满意度 行政后勤部门 医务人员 内部顾客 

分 类 号：R195.1[医药卫生—卫生统计学]