门诊患者满意度调查对医院管理的几点启示  

Revelations of Outpatient Satisfaction Survey on Hospital Management

作　　者：兰迎春[1] 滕志香[2] 王敏[1] 徐秋云[1] 

机构地区：[1]济宁医学院管理学院,山东日照276826 [2]泰山医学院管理学院,山东泰安271016

出　　处：《中国医学伦理学》2009年第6期131-133,共3页Chinese Medical Ethics

基　　金：山东省软科学课题"影响患者对医疗服务满意因素的分析及对策研究"(2008RKB342)阶段性成果

摘　　要：目的为了使各级医院为患者提供高质量的医疗服务,从而更好的发展。方法研究采用面访的形式收集195份问卷,有效问卷134份。使用方差分析、独立样本检验、交叉列表和z检验进行数据分析。结果各级医院的门诊患者满意度、就医推荐率没有显著性差异;满意度的影响因素与就医推荐行为的影响因素不一致,其中医院的有形展示和人性化服务对就医推荐行为没有影响。结论各级医院需要管理患者的期望;要客观看待患者的忠诚度;在患者最关注的方面努力。Objective： To help hospitals at different levels develop and provide patients with high -quality medical services. Methods： Primary data were gathered through face -to -face surveys with questionnaires employed. Totally 195 questionnaires and 134 valid questionnaires were collected. Analysis of variance, independent- sample test, and cross- table combining z- test were used to complete data analysis. Results： Research outcome indicates there is no significant differenee in outpatients＇ satisfaction level among hospitals at different levels, similar to outpatients＇ loyalty level. There are different affecting factors on outpatients＇ recommendation and satisfaction. Conclusion： Hospitals should be clear of patients＇ satisfaction level, evaluate patients＇loyalty objectively, and make great effort on patients＇concerning aspects.

关 键 词：门诊患者 满意度调查 忠诚度 就医推荐 医院管理 

分 类 号：R197.32[医药卫生—卫生事业管理]