对医院引入第三方机制开展社会评价的研究报告  

Research on the Hospital Introducing the Third Party to Carry Out Social Assessment

作　　者：和新颖[1] 李忠超[2] 郭利侠[1] 杜雁平[2] 高薇[3] 

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]西安市社会科学院科普处,陕西西安710061 [3]第四军医大学校办室,陕西西安710032

出　　处：《中国医学伦理学》2014年第3期417-421,共5页Chinese Medical Ethics

摘　　要：目的测试、评估患者对某医院医疗水平、服务态度、就医环境等方面的综合满意度,总结医院在服务患者、奉献社会过程中取得的成功经验和做法,同时对存在的问题进行反思,以期为持续改进医疗服务提供参考依据。方法采用问卷调查法,对2013年3~11月期间随机抽取的某三甲医院的住院患者及部分患者家属进行调查,采用SPSS19.0软件对数据进行分析处理。结果被调查患者对医院总体满意评价较高,在接诊、治疗方案沟通、医生解答、护士解答方面,患者的满意度较高,有95.2%和94.1%的患者分别对护士和医生的技术水平表示满意和比较满意,对疾病改善的满意率为94.4%,对病区环境设施满意度不高,患者对医护人员尊重患者和廉洁奉公的满意率较高。结论该院在医疗服务方面取得一定成绩,但也存在一些问题和不足,需要继续做好以下工作：加强医患沟通,优化就诊服务流程,科学管理就医环境,改善医技设备和人才配置,提高医护人员专业技术水平。Objective ：To test, evaluation of patients＇comprehensive satisfaction degree on a hospital＇s medical level, service attitude, medical environment and so on. To sum up some successful experience and practice and to provide reference basis for continuous improvement in medical care. Methods：Questionnaire survey was used in inpatients and part of the patient＇s families. Results：Surveyed patients to the hospital＇s overall satisfaction evaluation is higher, in accepts, communication, the doctor treatment solutions, nurses solutions, the patient＇s satisfaction is higher, there are 95.2% and 95.2% of the patients were satisfied with the technology level of nurses and doctors and satisfied, to disease to improve the satisfaction rate of 94.4% , the ward environment facilities satisfaction is not high, patients to the satisfaction of patients with medical staff respect and integrity. Conclusion： The hospital in the medical service has made certain achievements, but there are also some problems and the insufficiency, needs to continue to do the following work： to strengthen the doctor - patient communication, optimize medical service process, scientific management of medical environment, improve the medical equipment and personnel configuration, improve the level of medical personnel professional technology.

关 键 词：医院 社会评价 第三方 患者满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]