患者满意度调查管理的优化及其价值  

The Optimization and Value of Patient Satisfaction Survey

作　　者：马晓慧[1] 王鲲[1] 王培军[1] 李素[1] 孙梦琪[2] 

机构地区：[1]哈尔滨医科大学附属第二医院,黑龙江哈尔滨150086 [2]哈尔滨医科大学,黑龙江哈尔滨150086

出　　处：《中国医学伦理学》2011年第3期360-361,369,共3页Chinese Medical Ethics

基　　金：医德医风考评体系建立与研究;项目编号:QN2010-24

摘　　要：患者满意度调查不仅是反映医疗质量的重要管理工具和方法,而且是医疗质量控制的体现,要通过调查对象的全员化、调查数据搜集的广泛化和调查数据处理的科学化,优化患者满意度调查管理。提高医疗服务质量是提高患者满意度的根本,加强医患沟通是提高患者满意度的有效途径,要不断提高患者满意度,不断优化患者满意度调查管理。PSS （ Patient Satisfaction Survey ） is a significant management tool which reflects the quality of medical care, and the embodiment of medical quality control as well. The systematization of survey samples, the diversi- fication of the survey data acquisition, and the scientification of the survey data processing are introduced to opti- mize PSSM { Patient Satisfaction Survey Management . To improve the quality of medical services is fundamental and to strengthen the doctor- patient communication an effective way to enhance patient satisfaction. Patient satisfaction should be increasingly enhanced, and PSSM increasingly optimized.

关 键 词：患者满意度 TOPSIS方法 医疗服务 医患沟通 医疗质量 

分 类 号：R-052[医药卫生]