门诊病人问卷调查的分析与评价  

Analysis and Evaluating of Questionnaire Investigation of Outpatient

作　　者：高湘伟[1] 单建平[1] 华月英[1] 石岳琴[1] 姜建辉[2] 

机构地区：[1]第四军医大学附属西京医院,西安市710032 [2]第四军医大学

出　　处：《中国医院统计》1999年第1期9-10,共2页Chinese Journal of Hospital Statistics

摘　　要：目的 了解病人对医院工作的反馈意见。方法 设计《西京医院门诊病人意见征询表》,每天发放给门诊病人填写,对回收表格按科室计算满意率,并对科室进行聚类分析,对统计结果作分析评价。结果 门诊医生和护士的服务质量的满意率达90％以上,且持续稳定;加强管理教育后,各非临床科室今年的满意率比去年都有提高,但仍有一定波动。结论 每天发放门诊病人意见征询表,是了解门诊工作情况的一种好形式,特别是通过长期的资料积累,可为制定各门诊科室的量化管理质控图提供依据。Objective To probe into the patient feedback comments on medical treatment. Methods The de-signed questionnaires were distributed, filled, collected and analyzed by cluster method. Results The satisfactory rate of doctor and nurse reached 90 percent above and went steadily. Through strengthening management the satisfac-tory rate of nonclinic departments was higher than that of previous year but still wavered. Conclusion The each-day distribution of questionnaire was a better way to investigate outpatient medical work, especially for a long time data accumulation. It also provided a guidance for making quality control graph of quality management.

关 键 词：门诊病人 调查 分析 医院管理 量化管理 

分 类 号：R197.32[医药卫生—卫生事业管理]