脑卒中住院患者医疗服务满意度调查及分析  

Survey and Analysis on Health Care Services Satisfaction of Stroke Inpatients

作　　者：张倩[1] 苗志敏[2] 袭燕[3] 张云[2] 李燕妮[1] 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250000

出　　处：《中国卫生质量管理》2012年第4期29-31,共3页Chinese Health Quality Management

摘　　要：目的了解脑卒中住院患者医疗服务满意度现状及影响因素,为对策制定提供参考。方法对山东省某市某三级甲等医院2011年10～12月的脑卒中住院患者进行现场问卷调查。结果脑卒中住院患者医疗服务总体满意度为73.5%。维护患者安全(80.5%)、维护患者权利(79.3%)、医疗技术(77%)、服务态度(77%)满意度高于总体满意度,是医院的竞争优势;医疗费用满意度最低(40.2%),是医院改进的重点;服务环境(67.8%)及服务流程(62.1%)也需要改进,但应量力而行。结论维护患者安全及权利应长抓不懈;高超的医疗技术及良好的服务态度应继续保持并持续提升;医院应加强收费管理,增进费用的公开透明程度;应努力保持环境的干净、整洁、舒适;应重点加强服务环节的管理,努力提供优质、高效的服务。Objective To investigate the status quo and influencing factors of stroke inpatient medical services, and provide a reference for countermeasures. Method From October to December 2011, the stroke inpatients from a city hospital of Shandong were investigated with on - spot questionnaire survey. Result The overall satisfaction on medical services among stroke inpatients was 73.5%. Maintenance of patient safety （80.5%）, maintenance of patients＇rights {79.3% ）, medical technology （77%）, and the attitude of service （77% } was higher than the overall satisfaction, which were the hospital＇s competitive advantage. Meanwhile, health care cost was the least satisfied （40.2%） , which was the focus needed to be improved; the service environ- ment （ 67.8% ） and service processes { 62.1% } also needs to improve within capabilities. Conclusion To ensure patient safety and rights should be kept going; high medical technology and good service attitude should he maintained and improved continually ; the charge management should be strengthened to increase the openness and transparency of charge; efforts should be made to keep the environment clean, tidy and comfortable; the management of the services sector should be strengthened to provide high quahty and efficient service.

关 键 词：脑卒中 住院患者 满意度 医疗服务 

分 类 号：R473.2[医药卫生—护理学]