非医疗技术因素对门诊患者满意度的调查与分析  

Investigation and Analysis of Outpatient Satisfaction on Non-technical Quality

作　　者：邓梦筑[1] 耿仁文[1] 

机构地区：[1]南方医科大学南方医院,广东广州510515

出　　处：《中国医院管理》2013年第9期35-37,共3页Chinese Hospital Management

基　　金：广东省医学科研基金课题(C2012025)

摘　　要：目的了解门诊患者对于非医疗技术服务的满意度现状,探讨影响门诊患者满意度的非技术因素。方法对广州市某三甲医院2012年3—6月就诊的208名门诊患者进行问卷调查。结果与"等候时间"、"诊疗费用"相关的满意度水平显著低于"服务态度"、"环境设施"类,且满意度水平存在着社会人口学差异。结论医院应注重非医疗技术服务的改进,可从营造舒适就诊环境、加强医患沟通、降低医疗费用及合理门诊布局等方面入手。同时,优化门诊预约服务可有效提高门诊患者满意度。Objective To investigate patient satisfaction on non-technical quality services and related impact factors. Method From March 2012 to June 2012, 208 clinic patients from a Guangzhou hospital were recruited for survey. Result The satisfaction level of the ＂waiting time＂ and ＂medical expenses＂ are significantly lower than the ＂service attitude＂ and ＂environmental facility＂ . Difference of satisfaction degree exits different social demographic characteristics. Conclu- sion Hospital should focus on the improvement of the non-technical quality of medical service, which can be improved from medical environment, doctor-patient communication, medical expenses and the layout of outpatients. Additionally, improving the service of outpatient appointment can significantly improve the patient satisfaction.

关 键 词：门诊 非医疗技术 满意度 门诊管理 

分 类 号：R197.3[医药卫生—卫生事业管理]