住院患者满意度综合评价  

Comprehensive Evaluation of Inpatient Satisfaction Level

作　　者：江丽丽[1] 孔桂兰[2] 殷晓峰[3] 王天兵[3] 胡永华[1,2] 马谢民[1] 

机构地区：[1]北京大学医学部公共卫生学院,北京100191 [2]北京大学医学信息学中心,北京100191 [3]北京大学人民医院,北京100044

出　　处：《中国卫生质量管理》2016年第2期53-55,共3页Chinese Health Quality Management

基　　金：教育部人文社科基金资助(13YJC630066);国家自然科学基金项目(81301296);教育部科技委战略研究重点项目(JKWZ-14-4)

摘　　要：目的采用AHP法和ER法综合评价北京市某三级甲等医院住院患者满意度。方法通过自制问卷对北京某三甲医院213名住院患者进行面对面访谈调查,使用层次分析法确定各级指标权重,再使用证据推理法对患者满意度进行综合评估。结果被调查住院患者"非常满意"的综合置信度为55.98%,"满意"的综合置信度为37.55%,"一般满意"的综合置信度为5.27%,"不满意"的综合置信度为0.91%,"非常不满意"的综合置信度为0.29%。结论将AHP法和ER法二者结合进行住院患者满意度的综合评估能够得到比较客观全面的结果。Objective To comprehensively evaluate inpatient satisfaction level in a m A -level hospital in Beijing by using analytic hierarchy process （AHP） and evidential reasoning （ ER） methods. Method A total of 213 inpatients were recruited for face to face interview by self - developed questionnaire. The AHP method was used to determine the weights of indicators or items at different levels, and then the ER approach was used for assessment of inpatient satisfaction based on the collected questionnaire data. Result The general confidence level of the participants with ＂very satisfied＂ was 55.98%, 37.55% for ＂satisfied＂, 5.27% for ＂general satisfied＂, 0.91% for ＂dissatisfied＂, and O. 29% for ＂very dissatisfied＂. Conclusion Combination use of AHP and ER approaches to assess inpatient satisfaction can help to obtain more objective and comprehensive results.

关 键 词：住院患者 满意度 

分 类 号：R197.323[医药卫生—卫生事业管理]