某三甲医院住院病人满意度调查二级指标结果的分析  

Analysis on Secondary Index Results in the Investigation of Patient Satisfaction in a Top-level Hospital

作　　者：郭利侠[1] 姚春[2] 和新颖[1] 杨勇[1] 

机构地区：[1]西安交通大学医学院第一附属医院行风建设办公室,陕西西安710061 [2]西安交通大学医学院第一附属医院保卫部,陕西西安710061

出　　处：《中国医学伦理学》2013年第1期64-66,共3页Chinese Medical Ethics

摘　　要：目的了解病人期望和需求,查找、分析医院为病人提供的医疗服务质量和患者期望之间的差距,以改进工作,进一步提升服务质量。方法采用问卷调查法,对2011年5月～7月的住院病人进行分层随机抽样调查。结果二级指标体系满意度得分结果由高到低分别为:医德医风、医疗过程、服务态度、环境设施、管理效率、后勤服务、医疗费用。结论进一步加强医德医风建设,始终把医疗技术作为根本任务来抓,强化服务意识,努力降低患者医疗费用,同时以病人需求为落脚点,进一步加强后勤服务工作。Objective ：To investigate the patients＇expectations and needs, search and analyze the diiterence be- tween hospital service quality and patients expectation, in order to improve the service quality. Methods： Ques- tionnaires were used in hospitalization patients from May to July in 2011, and the stratified random sampling survey was used in this study. Results：The secondary index system satisfaction score results from high to low were： eth- ics, medical process, service attitude, environment facilities, the efficiency of management, logistics service and medical expenses. Conclusions：Further strengthening the construction of medical ethics, always take the medical technology as a fundamental task, at the same time, putting the patient demands at the core, further strengthening logistics service were proposed.

关 键 词：住院病人 医学伦理学 二级指标体系 医疗服务质量 病人期望 

分 类 号：R197.32[医药卫生—卫生事业管理]