从患者满意度调查看人文关怀的重要性  

Importance of Enhancing Humanistic Care from Survey of Patients' Degree of Satisfaction Point of View

作　　者：王全虹[1] 杜淑英[1] 

机构地区：[1]首都医科大学宣武医院医患关系协调办公室,北京100053

出　　处：《中国卫生质量管理》2009年第5期47-49,共3页Chinese Health Quality Management

摘　　要：目的了解医疗服务中存在问题,并采取干预策略,以提高患者满意度。方法以外科系统等高风险科室患者为调查对象,自制满意度问卷。结果患者对医疗服务中人文关怀方面最不满意。结论医务人员缺乏以患者为中心的服务理念是导致患者不满意的重要原因。Objective To investigate problems in medical service and adopt intervention strategies to improve degree of patients＇ satisfaction. Method Use survey method in high risk departments＇patients, such as patients in surgery system. Result Patients expressed mostly dissatisfaction with humanistic care in medical service. Conclusion The important reason to lead patients ＇ dissatisfaction is medical staff＇s lacking in conception of patientcentered service.

关 键 词：人文关怀 服务理念 满意度 

分 类 号：R197.323[医药卫生—卫生事业管理] R47[医药卫生—公共卫生与预防医学]