某三级医院脑卒中住院患者医疗服务满意度调查  

Investigation and analysis on the satisfaction of brain stroke inpatients to medical service

作　　者：张倩[1] 苗志敏[2] 袭燕[3] 张云[2] 付倩[1] 

机构地区：[1]青岛大学医学院,山东青岛266000 [2]青岛大学医学院附属医院,山东青岛266000 [3]山东省卫生厅,山东济南25000

出　　处：《卫生软科学》2012年第6期538-541,共4页Soft Science of Health

摘　　要：[目的]了解与评价脑卒中住院患者对医疗服务的满意度水平,找出医疗服务质量管理的薄弱环节,提出质量改进的对策。[方法]对青岛市某三级医院脑卒中住院患者进行现场问卷调查。[结果]脑卒中住院患者对维护患者安全、医疗技术、医患交流、健康教育等方面满意度高,与总体满意度相关系数高,是医院具有竞争优势的服务质量项目。医疗费用与总体满意度相关系数高,但满意度低,是竞争弱势待改进的服务项目。维护患者权利、服务态度、服务环境、服务流程等对患者总体满意相关性不是很高,满意度较高。[结论]医院应继续保持患者安全及竞争优势的服务项目,改进的焦点应该是竞争弱势的服务项目,在资源允许的条件下改进其他服务项目。Objective To know and evaluate the satisfaction level of brain stroke inpatients to medical service so as to find out the weal link in service quality management. Methods Give the questionnaire survey to brain stroke inpatients in a three-level hospital in Qingdao. Results Brain stroke inpatients were satisfy with safeguard patient safety, medical technology, doctor-patient communication and health education, these were closely related to patient satisfaction and competitive edge service quality item in the hospital. The satisfaction of the medical expenses is a key factor of the influence inpatient＇s satisfaction, but it＇s satisfaction was low. Safeguard patients＇ fights, service attitude, service environment and service process were not closely relates to patient satisfaction. Conclusions Hospital should continue to maintain patients＇ safe and the competitive advantage items, at the same time focus on improving the disadvantage of the service, and finally improving other services under the condition of resource.

关 键 词：脑卒中 住院患者 医疗服务质量 管理 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]