细节式病人满意度调查方法的应用体会  

The experiences of details type patients satisfaction surveys

作　　者：刘娟[1] 

机构地区：[1]广德县人民医院,安徽242200

出　　处：《安徽卫生职业技术学院学报》2013年第3期14-15,共2页Journal of Anhui Health Vocational & Technical College

摘　　要：目的:探讨适合医院内部管理的病人满意度调查方法。方法:按病人就诊流程、住院期间接触范围,设计出细节式门诊满意度、住院病人满意度调查表,细化反馈调查结果。结果:经过2年应用,细节式病人满意度调查,使病人的满意度及医护人员对满意度调查的认可度得到提高。结论:细节式病人满意度调查可作为加强医院管理的实用方法。Objective：This paper is aimed to find out appropriate research method of measuring patients satisfaction within hospital. Methods： Based on the patient＇s treatment process, the contact of the patient during hospitalization, the design details of the formula outpatient satisfaction and patient satisfaction questionnaire to refine feedback to check results. Results： After two years application, the satisfaction of details type patients survey improved patient satisfaction and recognition of the medical staff satisfaction. Conclusion： The satisfaction survey can be used as a practical tool and plays a significant role in hospital management.

关 键 词：细节式病人满意度调查 细化反馈 服务质量 

分 类 号：R197.323[医药卫生—卫生事业管理]