基于指标体系优化设计的门诊患者满意度模糊评价  

Optimum index system based fuzzy evaluation for outpatient satisfaction

作　　者：曹继晨[1] 崔晶微[1] 刘晓瑞[1] 王文娟[1] 王宝[1] 施梅[1] 

机构地区：[1]哈尔滨医科大学附属第一医院,哈尔滨市南岗区邮政街23号150001

出　　处：《中国医院》2013年第2期34-36,共3页Chinese Hospitals

基　　金：黑龙江省科技攻关项目(GC10D404)

摘　　要：根据前期开展的门诊患者满意度评价指标体系优化结果,确定影响门诊患者总满意度的10个因素,在拟合的推荐亲友来此就诊的logistic回归模型中,只有等候总评价和门诊就诊方便程度两个变量在回归中的作用是显著的。采用层次分析法对优化后的评价指标进行赋权,从10个指标的满意度5个评语的频率导出隶属度矩阵,通过评分行向量得到评价分数。在评价的基础上,从强化医院质量管理、减少患者等候时间和完善门诊设施等几方面提出相应的对策。According to the optimization results of outpatient satisfaction evaluation index syslem, 10 faclors affecting overall satisfaction of outpatients are summarized. In fitting logistic regression models that recommend friends to visit hospital, only two variables, namely the total evaluation of waiting and the convenient degree of check-up, is significant in ~gression model. Using analytic hierarchy process to determine weights of the optimized index, then from the satisfaction of the ten indexes and the frequency of five comments, membership degree matrix is derived. Through reviewing branch vector, evaluation score can be. gotten. On the basis of evaluation, the corresponding countermeasures, have been put forward from some aspects such as strengthening the quality management, reducing hospital patients waiting time and perfecting outpatient service facilities.

关 键 词：患者满意度 指标体系 优化设计 模糊评价 

分 类 号：R197.32[医药卫生—卫生事业管理]