医院患者就医满意度问卷调查法和电话调查法的差异化比较  

Comparison of the Differences between Questionnaire Survey and Telephone Survey of Patient Satisfaction with the Treatment in Hospital

作　　者：张萍[1] 潘晖[1] 郑群[1] 竺红宇[1] 刘红[1] 

机构地区：[1]长江大学附属第一医院客户服务中心,湖北荆州434000

出　　处：《中国社会医学杂志》2014年第4期288-290,共3页Chinese Journal of Social Medicine

基　　金：荆州市医疗卫生专项课题(20101P039-10)

摘　　要：目的研究问卷调查和电话调查两种方法调查患者满意度的优劣。方法分别采用问卷调查法和电话调查法对出院患者就医满意度进行调查,比较两种方法每小时的调查人数和患者的满意度。结果问卷调查组每小时调查的患者人数为8人,电话调查组每小时调查的患者人数为15人;电话随访组病人满意度为90.73%,问卷调查组患者满意度为95.61%。两种调查方式比较,每小时的调查人数和患者的满意度差异均有统计学意义(P<0.01)。结论电话随访调查法优于问卷调查法。Objectives To study the strengths and weaknesses of the questionnaire survey and telephone survey methods of investigation on patient satisfaction.Methods Questionnaire survey and telephone survey were conduc-ted to investigate the satisfaction of the discharged patients with the treatment respectively,and the numbers of par-ticipants per hour and the satisfactions were compared.Results The number of participants per hour was 8 and 1 5 respectively for questionnaire survey and telephone survey group.The satisfaction was 90.73% and 95.61% respec-tively for questionnaire survey and telephone survey group.The differences of the number of participants per hour and the satisfaction were statistically significant （P 〈0.01）.Conclusions Telephone survey method is superior to questionnaire survey method.

关 键 词：问卷调查 电话调查 满意度 比较 

分 类 号：R197.32[医药卫生—卫生事业管理]