探索应用“拦截调查和反馈”法提高门诊患者满意度的研究  

Research on improving outpatients’ satisfaction by using “Intercept survey and feedback” method

作　　者：刘卉[1] 夏春萍[1] 邹波[1] 王海银 

机构地区：[1]上海市松江区中心医院,上海201600 [2]上海市卫生技术评估研究中心

出　　处：《现代预防医学》2013年第13期2462-2464,共3页Modern Preventive Medicine

摘　　要：目的探索提高门诊患者满意度的方法,为建设和谐医患关系提供科学依据。方法采用"拦截调查和反馈"法,每日随机抽取100名左右门诊病人开展问卷调查,并将结果及时反馈至相关部门并要求整改,分析采用满意率、满意系数等指标。结果 2009年11月～2011年6月,共调查有效问卷48995份,总体满意率为93.70%。满意率呈波动上升趋势(P=0.0107);满意度排在前5位的部门为儿科、门诊科室、外科、内科、日间手术中心。病人意见反馈中服务态度类比例最大,占28.5%。结论采用"拦截调查和反馈"法后门诊病人满意度呈上升趋势,医院服务质量逐步提升,管理进一步完善。"拦截调查和反馈"法可能是提高门诊患者满意度的有效途径之一。OBJECTIVE To explore approaches for improving out-patients＇ satisfaction and provide a scientific basis to build harmonious relationship between doctors and patients. METHODS ＂Intercept surveys and feedback＂ method was adopted and about 100 out-patients daily were randomly selected to be surveyed, timely feedback was given to relative department and rectify and reform was asked to be implemented. Indices such as satisfaction rate, satisfaction coefficient were used for analyzing. RESULTS 48 995 valid questionnaires were investigated from November 2009 to June 2011; the overall satisfac- tion rate was 93.70 percent. An upward trend was shown for the satisfaction rate （P = 0.010 7） ; top five departments with high satisfaction rates were pediatrics, outpatient department, surgery, internal medicine, ambulatory surgery centers re- spectively. The attitude of medical providers was the largest proportion in the patient feedback and accounted 28.5 percents. CONCLUSION A rising trend is shown for outpatient satisfaction after using ＂Intercept surveys and feedback＂ method, quality of service is gradually improved and the management is further more perfect. ＂Intercept surveys and feedback＂ method may be one effective method for improving outpatients＇ satisfaction.

关 键 词：满意度评价 门诊病人 

分 类 号：R195[医药卫生—卫生统计学]