患者满意度指数模型研究及分析  

The Research and Analysis of Patient Satisfaction Index

作　　者：姚婷[1] 

机构地区：[1]江汉大学卫生技术学院护理系,湖北武汉430016

出　　处：《医学与哲学（A）》2011年第4期23-25,共3页Medicine & Philosophy:Humanistic & Social Medicine Edition

摘　　要：医学由生物医学模式向生物心理社会医学模式转变,医疗质量的内涵也从单一的临床医疗质量转变为临床疗效、服务质量、就医时间、医疗费用等诸方面的综合质量。在美国顾客满意度指数模型的基础上构建患者满意模型并分析其影响因素,提出增进医疗服务质量的借鉴性方法。Medical model has changed from biomedical to bio--psycho social model. The connotation of medical quality has switched from medical technique alone to clinical effect, service quality, hospitalization duration, medical cost and so forth. On the basis of American Customer Satisfaction Index （ACSI）, the paper puts forward patient satisfaction Index （PSI）, analyzes its influential factors and presents suggestions so as to enhance medical service quality.

关 键 词：美国顾客满意度指数模型 患者满意度 医患沟通 

分 类 号：R-05[医药卫生]