患者满意评价指数模型研究  

The Research of Patient Satisfaction Index

作　　者：陈学涛[1] 张萍[1] 李初民[1] 李敏[1] 李庆[1] 

机构地区：[1]第三军医大学新桥医院信息科,重庆400037

出　　处：《现代生物医学进展》2013年第35期6991-6993,共3页Progress in Modern Biomedicine

基　　金：第三军医大学人文社科基金项目(2011XRW13)

摘　　要：医院是社会文明服务的窗口,医德医风关系到医院和医务人员自身的声誉。患者对于医疗服务的满意度对医院的生存和发展有着重要影响,随着医疗机构之间的竞争愈演愈烈,医疗服务的满意研究受到了更多的重视。患者的满意度与医院忠诚度二者是相辅相成的关系,只有满意的患者才能成为医院的忠诚顾客,再通过这些忠诚顾客的口碑影响其他患者,医院的形象才能得以提升。目前医院患者的满意研究出现了一个特殊的现象:对各类病人的满意研究得出了高的满意率,但社会对医院服务的强烈批评却屡见不鲜。本文分析了目前患者满意评价体系存在的问题,并以服务管理领域顾客满意理论为指导,通过分析患者满意的影响要素以及各要素的相互关系,探讨医院患者满意评价模型构建方法。The hospital is the window of social civilization service and medical ethics is related to hospital and medical staff＇s reputation. Patient satisfaction with the medical services has an important impact on the survival and development of the hospital,with the increasing competition between medical institutions, medical service satisfaction research has been received more attention. The relationship of patient satisfaction and loyalty to the hospital is complementary. Only the patients who are satisfied with the hospital can be loyal customers, then these loyal customers have impact on other patients, finally the hospital＇s image can be improved. There is a special phenomenon in hospital patient satisfaction study at present： various types of patient satisfaction study drew high satisfaction rate, but it is common that the public strongly criticize on service in hospital. This paper analyzes the problems of the current l^atient satisfaction evaluation system. According to customer satisfaction theory, the impact of patient satisfaction as well as elements of the relationship between the various elements is analyzed to explore the hospital patient satisfaction evaluation model.

关 键 词：患者满意 感知质量 患者期望 

分 类 号：R197[医药卫生—卫生事业管理]