基于欧洲满意度调查量表的社区卫生服务满意度评价方法探讨  

Evaluation of Community Health Service Satisfaction by Method Based on the EUROPEP-Questionnaire

作　　者：滕菲[1] 关丽征[1] 王亚东[1] 玄律[2] 

机构地区：[1]首都医科大学卫生管理与教育学院,北京市100069 [2]北京市海淀区北太平庄医院

出　　处：《中国全科医学》2011年第25期2844-2847,共4页Chinese General Practice

基　　金：国家自然科学基金(70903050)<基于老年就医偏好模型的社区首诊制实施效果实证性研究>

摘　　要：目的通过对欧洲满意度调查量表(EUROPEP)的起源、发展、方法步骤及应用方面的分析,了解如何使用EUROPEP测量患者对我国社区卫生服务的满意程度,以及如何解决我国目前存在的一些问题。方法 EU-ROPEP满意度调查是一种科学的人力资源管理工具,以问卷调查等形式,收集调查对象对被调查组织各方面的满意程度,通过一些数据处理和科学统计,反映组织机构的现状,并通过反馈等途径使组织管理者做出合理的决策。结果卫生医疗方面,患者的满意度和患者对医疗服务的评估可以看成服务传递的重要产物,因为他们表达了患者主观和客观需求的满意程度,EUROPEP的作用也正是如此。结论 EUROPEP能够广泛应用于各种不同的领域,在社区卫生服务领域中,EUROPEP能够分析患者对于卫生服务的满意程度。Objective By the analysis of the origin,development,methods and steps as well as application of the European task force on patient evaluation of general practice（EUROPEP）,to understand how to use EUROPEP to measure patients′ satisfaction for community health services and how to use it to resolve some problems existing in China.Methods EUROPEP,as a scientific instrument of human resources management,is by using questionnaire to collect patients′satisfaction on various aspects of the surveyed organization,and then through data processing and scientific statistics to reflect the status of the organization and through feedback for organization managers to make some reasonable decisions.Results Patients′ satisfaction and patients′ assessment of health care could be seen as an important product of service delivery,for they express the patients′satisfaction on subjective and objective needs.That is the very function of EUROPEP.Conclusion EUROPEP can be widely used in various fields.In the field of health services of community,it can be used to analyze patients′ satisfaction of the health service.

关 键 词：社区卫生服务 满意度 欧洲满意度调查量表 

分 类 号：R197[医药卫生—卫生事业管理]