上海市级医院患者满意度信息化测评方式运用现状分析  

Research on informationization evaluation methods of patient satisfaction in Shanghai municipal hospital

作　　者：吕婧 陈蓓 张琛[2] 何萍 刘伊威 钱涌 LV Jing;CHEN Bei;ZHANG Chen;HE Ping;LIU Yiwei;QIAN Yong(Shanghai Hospital Development Center,No.2,Kangding Road,Jing'an District,Shanghai,200041,PRC)

机构地区：[1]上海申康医院发展中心,上海市静安区康定路2号200041 [2]上海市胸科医院 [3]复旦大学附属华东医院 [4]万达信息股份有限公司

出　　处：《中国医院》2018年第12期41-43,共3页Chinese Hospitals

基　　金：2016年度上海申康医院发展中心管理研究立项课题(2015SKMR-20)

摘　　要：患者满意度是衡量现代医院管理和服务水平的经典指标。随着医院信息化建设的不断发展,信息化的满意度测评方式备受关注。通过对上海14所市级医院的患者满意度信息化测评实施方法、测评规模和测评结果进行调查研究和数据分析,认为当前不断创新的信息化测评方式已成为患者满意度的主导测评工具,但门诊部分的患者满意度信息化测评规模有待进一步扩大。同时,运用信息化测评方式的患者满意度结果更客观。最后,从优化信息化测评方式、强化信息化测评覆盖面和深化信息化测评结果应用3个方面提出推进患者满意度信息化发展的对策建议。Patient satisfaction is a classic index to measure the level of modem hospital management and service.With the continuous development of hospital information construction,informationization evaluation methods have attracted much attention.In this study,14 municipal Hospital in Shanghai were selected to investigate implementing methods, evaluation scale and evaluation results of informationization evaluation methods as well as data analysis,which has become the dominant current innovative assessment tools in patient satisfaction.However,the scale of informatization evaluation of outpatient satisfaction part to be further expanded.At the same time,the use of informationization evaluation methods makes patient satisfaction results more objective.This paper also puts forward to three suggestions to promote the informatization development of patient satisfaction:optimizing information evaluation methods,strengthening the coverage of information evaluation and deepening the application of informationization evaluation results.

关 键 词：市级医院 患者满意度 信息化测评 

分 类 号：R195.1[医药卫生—卫生统计学]