某大学附属医院住院患者满意度调查  

Investigation on Satisfaction Rate of Inpatients in Hospital Affiliated to Certain University

作　　者：王小蓓[1] 

机构地区：[1]武汉市第六医院党委办公室,武汉430015

出　　处：《解放军医院管理杂志》2014年第11期1001-1002,1014,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的对患者满意度进行调查分析,以期为提升医院医疗服务水平提供参考。方法采用武汉市卫生局统一制定的住院患者满意度调查表,以问卷的方式开展调查,对2011年5月至2012年5月期间住院满一周的患者共1 300例进行调查。调查内容包括医院环境、医师服务、护士服务、后勤服务等11个项目。结果 95.2%对医院的总体印象满意。医院环境,对导医标识、卫生设施的满意率为97%、96%,内外环境患者的满意率为90%;医师服务,对服务态度、诊疗技术患者的满意率为98%、97%,对医师耐心解答患者问题的满意率为94%;护理服务,对服务态度、护理技术患者的满意率为99%、97%;医技科室服务态度,对放射科工作人员的患者满意率为94%,对B超室工作人员的患者满意率为90%,对心电图工作人员的患者满意率为97%,对检验科工作人员的患者满意率为95%;病房管理,健康教育、对住院患者入、出院介绍的患者满意率最高为100%,对住院膳食的患者满意度最低为85%。结论该院的医疗服务水平还有提升的空间,病房膳食品种和质量有待改善。Objective To investigate satisfaction rate of patients in order to provide reference for the im -provement of medical service in hospital .Method Questionnaire survey was used to examine satisfaction rate of 1300 patients that were admitted in our hospital for more than a week at the period from May 2011 to May 2012. The questionnaire unified for satisfaction rate of inpatients came from Wuhan Sanitary Bureau .The survey content included hospital environment , doctor services, nurse services and logistics services etc .Results 95.2% of all the patients were satisfied with the general impression of the hospital .The satisfaction rate of sign of induction , san-itary equipments and hospital environment were 97%, 96% and 90%.98% and 97% of the patients were satisfied with the service attitude, medical techniques of doctors while 94% of the patients were satisfied with patient an-swers that doctors provided .99% and 97% of the patients were satisfied with service attitude and nursing care of nurses.The satisfaction rate of service attitude regarding radiology department , B ultrasonic department, electrocar-diogram department, laboratory department were 94%, 90%, 97% and 95%.The highest satisfaction rate was 100% coming from patients regarding health education and introduction when they were in or out of hospital while the lowest satisfaction rate was 85% to the hospital meal.Conclusion There is still room for improvements of the medical service level.Both the kinds and the quality of hospital meal need to be ameliorated further .

关 键 词：患者满意度 调查 医院管理 

分 类 号：R197.32[医药卫生—卫生事业管理]