基于JCI标准对急诊病人非技术质量满意度调查  

The Investigation of Satisfactory Degree of Emergent Cases with Non-technical Quality Based on JCI Standard

作　　者：徐蕊[1] 孙丽[1] 林爱娟[1] 杨柳琴[1] 

机构地区：[1]广东医学院附属医院,广东省湛江市524001

出　　处：《现代医院管理》2011年第5期52-55,共4页Modern Hospital Management

基　　金：广东医学院附属医院医院管理流程基金(编号:2010L02)

摘　　要：目的调查分析急诊病人对非技术质量服务的满意度,为改进医院急诊服务提供依据。方法根据JCI标准理念及部分标准要求设计问卷,对广东某"三甲"综合医院的急诊病人进行随机问卷调查。结果急诊病人对急诊环境、保护病人隐私的满意度最低,对急诊服务流程、药师履行告知义务、陪检护工服务态度等满意度也较低。结论分析满意度调查结果,提出改进医院急诊服务意见与建议。In order to investigate and analyze the satisfactory degree of emergency case with non-technical service quality,provide the base for the improvement in emergency service in a hospital,and based on JCI standard and the questionnaire designed with some of the standards and requirements,the emergency cases were given random questionnaire survey in a comprehensive hospital of three A in Guangdong Province.The survey showed that there was the lowest satisfactory degree with emergency environment,and patient＇s privacy protection and the lower satisfactory degree with the flow of emergency service,informing obligation of pharmacist,the service attitude of the nursing workers who escort for examinations.The opinions and suggestions for the improvement of emergency service in a hospital were put forward with the analysis on the survey of satisfactory degree.

关 键 词：综合医院 急诊病人 非技术质量 JCI标准 满意度 分析 

分 类 号：R197[医药卫生—卫生事业管理]