某大学口腔医院门诊患者满意度调查与分析  

Survey and Analysis on Satisfaction among 1809 Outpatient of Dental Hospital in China

作　　者：王伊[1] 李刚[1] 高宝迪[1] 刘垚[1] 郭静[1] 

机构地区：[1]第四军医大学口腔医学院口腔预防医学教研室,陕西西安710032

出　　处：《广东牙病防治》2010年第5期243-246,共4页Journal of Dental Prevention and Treatment

摘　　要：目的研究口腔医院就诊患者满意度,促进口腔医疗服务质量的提高。方法在第四军医大学口腔医院门诊各科室现场按1:4的比例抽取就诊患者进行问卷调查。计算各调查项目满意率,进行统计描述分析。结果共调查患者1809人,第四军医大学口腔医院门诊医疗服务满意率达到90%以上的调查项目分别是接诊医生服务态度、接诊医生医疗质量、辅助人员服务态度、诊疗环境。对医疗价格满意率最低,为21.1%,不同收入水平患者对医疗价格满意率的差异有统计学意义(χ2=9.752,P=0.008),初诊患者和复诊患者对医疗价格满意率的差异有统计学意义(χ2=11.456,P=0.001)。结论第四军医大学口腔医院门诊患者对医院医疗服务整体满意率相对较高,对医疗收费满意率低。Objective Many businesses use customer satisfaction surveys effectively.The aim of this study was to survey and analysis on satisfaction among outpatient of hospital in China.Methods Data of 1 809 patients were collected with stratified sampling and cluster sampling.Data were analyzed with software such as Foxpro 6.0 and SPSS 15.0.Results The results showed that the prevalence rate of satisfaction on dentist service attitude,dentist care quality,support staff service attitude,clinic environment were over 90%.And that the prevalence rate of charge satisfaction was21.1%.But,it is significant different in charge satisfaction between first visit and return visit,low income and high income.Conclusion The out-patient satisfaction of dental hospital is relatively high in school of stomatology of fourth military medical university,but the charge satisfaction is low,we should strengthen hospital charge management and enhance the satisfaction in the round among outpatient of dental hospital.

关 键 词：口腔医疗满意度调查 门诊患者 

分 类 号：R78[医药卫生—口腔医学]