应用患者满意度引导重大活动医疗服务的实时改进  

Ongoing improvement of medical services for large-scale activities as guided by patient satisfaction

作　　者：平昭[1] 信彬[1] 闫勇[1] 

机构地区：[1]首都医科大学附属北京朝阳医院,100020

出　　处：《中华医院管理杂志》2009年第6期425-427,共3页Chinese Journal of Hospital Administration

摘　　要：在奥运会这一特定活动的医疗服务中，通过满意度调查，发现境内与境外患者对诊疗环境、诊疗流程、医疗服务和诊疗质量的满意度存在差异，境外患者的满意程度低于境内患者；同时表现出境外患者在诊区颜色和私密性、收费方式、语言沟通、病情交代、护士服务态度、护士技术操作等方面满意度较低。通过实时改进，取得明显效果。该满意度调查结果，为今后重大活动中的医疗服务提供了参考资料，也为不断提高服务水平、持续改进医疗质量提供了依据。A satisfaction survey carried out by Beijing Chao-Yang Hospital during the Beijing 2008 Olympic Games, found differences of patient satisfaction between locals and overseas patients in consulting environment, outpatient procedure, quality of service, quality of diagnosis and treatment. The patient satisfaction of overseas patients was lower than locals. Especially noteworthy is the low satisfaction of the former for the hospital coloring, privacy in the sector, registration, vocal communication, patient condition statement, nurse attitude and service quality. Real-time improvement in these aspects of medical services has harvested obvious progress. Results of the satisfaction survey provided valuable reference materials for large-scale activities, and ongoing improvement of medical services in the long run.

关 键 词：奥运会 医疗保障 重大活动 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]