广东省儿科医疗服务满意度调查研究  

An Investigation and Analysis on Satisfaction of Pediatric Services in Guangdong Province

作　　者：张小庄[1] 叶宁[1] 赵长安[1] 王波[1] 江锦良[2] 黄水清[1] 罗先琼[1] 冯占春[2] 

机构地区：[1]广东省妇幼保健院儿科,广州510000 [2]华中科技大学同济医学院医药卫生管理学院

出　　处：《中华医院管理杂志》2010年第10期759-762,共4页Chinese Journal of Hospital Administration

基　　金：广东省医学科学技术研究基金资助项目（C20L0017）

摘　　要：目的 通过对患儿家属进行服务满意度的调查,了解患者的利益诉求,发现目前存在的服务缺陷,为进一步提高儿科服务能力提供建议和对策.方法 通过问卷调查和统计学分析.结果 患者家属对治疗环境和治疗设施配置的满意度为60%左右,对治疗效果、医生的治疗能力、护士的护理能力、整体评价都超过70%,而对治疗费用的满意度仅有5.1%.结论 儿科患者家属对医护人员的服务能力以及治疗效果满意度较高,治疗环境、治疗设备满意度一般,而对医疗费用的满意度很低.部分地区患者家属对改善住院环境,重视病房卫生,改善服务态度,提供单人病房等方面有较强烈的要求.Object Through performing the service satisfaction survey,to learn their interest claim and discover the service defects ,so as to provide advice and countermeasures.Method Using field survey methods and statistics analysis to study.Result The satisfaction of relatives of pediatric patients at the level of ＂relatively good＂ and ＂good＂ is about 60% both in medical treatment environment and equipment ,over 70% in medical treatment effect,doctor capacity,nursing capacity and overall assessment,but only 5.1% in medical expenses.Conclusion Relatives of pediatric patients have high satisfaction in treatment capability of medical staff,medical treatment effect as well as overall assessment ,normal satisfaction in medical environment and equipment,but lowest satisfaction in medical expenses,and the satisfaction in tertiary hospital is not high.Relatives in some districts demand much in some aspects,such as improving hospital environment,attaching importance to ward hygiene ,improving service attitude,and providing single ward ect.

关 键 词：儿科医疗服务 满意度 利益诉求 

分 类 号：R197[医药卫生—卫生事业管理]