医院门急诊患者满意度调查分析  

Patient Satisfaction Degree in Outpatient Department and Emergency Room

作　　者：朱晓燕[1] 许劲松[1] 周妹[2] 郭黎安[1] 陈卫东[1] 杨武[1] 

机构地区：[1]第二军医大学训练部临床管理处,上海200433 [2]第二军医大学护理系,上海200433

出　　处：《解放军医院管理杂志》2012年第6期524-526,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的了解三级甲等医院门急诊就诊患者的满意度。方法选取某大学三所三级甲等医院,采用自行设计问卷对556名门急诊患者就其对医院服务满意度进行测评。结果患者对医院门急诊环境设施的满意率为91.16%;对就医等候或排队时间的满意率为87.59%;对工作人员服务效率和服务态度的满意率为95.60%;对医务人员医疗行为和技术水平的满意率为93.51%;对服务效果的满意率为95.77%。不同年龄组和文化程度组患者对门急诊的满意率总分比较有统计学意义(P<0.05),不同户籍所在地患者对是否愿意再到这所医院就医比较有统计学意义(P<0.05)。结论总体而言,患者对医院门急诊服务的满意度较高,但仍有许多地方需要改进。①急诊环境应更加舒适;②就诊环节应更加优化;Objective To evaluate patient satisfaction degree in outpatient department and emergency room in the class- A grade- three hospitals. Methods Three class- A grade -three hospitals were selected by convenient sampling methods. Five hundred and fifty - six patients in outpatient department and emergency room were surveyed by self - designed questionnaire. Results The satisfaction rate of environment and equipment was 91.16% ; of waiting and queuing time was 87.59% ; of medical professional＇s efficiency and attitude was 95.60% ; of medical professional＇s treatment and technique was 93.51% ; of service outcomes was 95.77%. The difference of satisfaction rates among patients in different age groups and with different education backgrounds were significant（P 〈 0.05 ） ; visit the same hospital again among patients with different domiciles was significant（ P 〈 0.05 ）. Conclu- sion In general, the patient satisfaction rates in grade -three class -A hospitals are relatively high, but there are still many aspects to be improved ： Environment of outpatient department and emergency room should be more com- fortable; Treatment procedures should be more optimized： Medical exnenses should be more reasonable.

关 键 词：医院 门急诊 患者 满意度 调查 

分 类 号：R197.32[医药卫生—卫生事业管理]