基于非技术质量体验的门诊患者满意度分析  

Analysis on Outpatients Satisfaction Rate to Non- technical Quality

作　　者：夏磊[1] 马丽春[1] 艾祎[1] 赵丽[1] 唐晓莉[1] 张欣[1] 曾庆[1] 

机构地区：[1]中日友好医院质量监督部,北京100029

出　　处：《解放军医院管理杂志》2014年第11期1007-1009,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的了解门诊患者对非技术质量的满意度,探讨影响门诊患者总体满意度的非技术质量因素。方法对门诊患者进行非技术质量方面的满意度调查,并对调查结果进行统计学描述、方差分析、q检验和多元线性回归分析。结果门诊患者对非技术质量五个维度的满意度由高到低依次为医患沟通与患者权益、服务态度、后勤管理、医德医风、等候时间;影响门诊患者总体满意度的主要非技术质量因素依次为医师问诊态度、诊疗解释、用药指导、候诊时间、环境卫生程度。结论医院应强化医患沟通,改善服务态度;缩短等候时间,提高就诊效率;加强后勤管理,提供优质服务。Objective To investigate the outpatients satisfaction rate to non -technical quality, and ex-plore the non -technical quality factors impacting the satisfaction of outpatients .Methods A non -technical quality satisfaction survey was conducted on outpatients .The survey results were analyzed by statistical description , analysis of variance, Q test, and multivariate linear regression.Results The five non -technical quality dimen-sions of the outpatient satisfaction from high to low are doctor -patient communication and patients rights , service attitude, logistics management, medical ethics, waiting time.Factors affecting the outpatients satisfaction to non -technical quality in proper sequence are the doctor attitude , interpretation of diagnosis and treatment , medicine guides, waiting time, and environment cleanness.Conclusions The hospital should strengthen the communication between doctors and patients, and improve the service attitude; Shortening the waiting time, and improve the treat-ment efficiency; strengthening logistics management , and providing superior services.

关 键 词：门诊患者 满意度 非技术质量 

分 类 号：R197.32[医药卫生—卫生事业管理]