新疆4所综合性医院医疗服务质量满意度的分析与评价  

Analysis and evaluation of satisfaction with four general hospitals′medical service quality in Xinjiang

作　　者：孙梅[1] 田军[1] 

机构地区：[1]新疆医科大学医学工程技术学院,乌鲁木齐830011

出　　处：《新疆医科大学学报》2014年第9期1221-1223,共3页Journal of Xinjiang Medical University

基　　金：新疆医科大学科研创新基金(XJC201218)

摘　　要：目的分析与评价新疆4所综合性医院医疗服务质量满意度。方法对4所医院28项指标进行调查,参考美国顾客满意度指数模型(ACSI),构建医疗服务质量满意度评价模型,用层次分析法和模糊综合评价法,计算医疗服务质量满意度分值。结果 4所综合性医院患者的总体满意度分别为95.08、86.02、77.06、82.64。在一级指标中,医疗技术水平权重分值最高,分别为97.56、90.50、78.94、86.62;而医疗费用权重分值最低,分别为89.18、76.48、67.10、78.62。结论患者对4所医院的医疗服务质量总体上是满意的,特别是对医疗技术水平给予了高度肯定,但一级指标中的医疗费用指标分值最低,我区医院在降低医疗费用和节约时间成本方面还有许多工作要做。Objective This paper analyzes and evaluates the satisfaction with medical service quality of four general hospitals in XinJiang.Methods Under the investigation on the 28 indexes of four general hospitals,according to the annual American Customer Satisfaction Index （ACSI）the evaluation model of satisfaction with medical service quality is constructed.Using methods of Analytic Hierarchy Process （AHP）and Fuzzy Comprehensive Evaluation to calculate the scores of satisfaction with medical service quality.Results The overall satisfaction of patients in 4 hospitals are 95.08,86.02,77.06,82.64,respectively.In the first index,the medical technique takes the largest proportion,which are 97.56,90.5,78.94, 86.62 respectively.By comparison withthe medical cost,the lowest proportion are 89.18,76.48,67.1,78.62 respectively.Conclusion Patients are satisfied with four General hospital′s medical service Quality,especially satisfied with medical techniques.But in the first index,the score of medical cost is the lowest.A lot of work needed to decrease the medical cost and time.

关 键 词：医疗服务 模糊综合评价 层次分析法 

分 类 号：R197.3[医药卫生—卫生事业管理]