某院门诊服务满意度调查分析  

Analysis of Outpatient Service Satisfaction in A Hospital

作　　者：韩鹏[1] 王燕森[1] 贾存波[1] 

机构地区：[1]中日友好医院,北京100029

出　　处：《中国卫生质量管理》2016年第2期56-58,共3页Chinese Health Quality Management

基　　金：国家软科学研究计划项目<医学人文关怀在构建和谐医患关系中的应用与效果评价>(2012GXS4B068)

摘　　要：目的了解患者对某三甲医院门诊服务满意度情况,分析影响患者满意度的主要因素。方法采用问卷调查法对2014年7月-8月3个科室门诊的650名患者进行调查,调查结果采用t检验、F检验及Spearman相关系数进行统计分析。结果 84.38%的患者对门诊服务的满意度达到一般满意及以上,总体满意度得分为2.19,医师的服务态度及耐心程度是影响患者满意度的主要因素。结论北京某三级甲等医院门诊服务需进一步加强医护人员的技术水平、服务耐心程度及病情介绍的详细程度等,从而有效提升患者满意度。Objective To investigate outpatient service satisfaction in a tertiary level hospital, and analyze main factors on satisfaction of patients. Method From July to August 2014, a questionnaire survey was conducted to investigate the satisfaction of 650 patients in three outpatient departments, and the data was analyzed by using t - test, F test and Spearman correlation coeffi- cient. Result A total of 84.38% of the patients were satisfied with the outpatient service, with overall satisfaction score of 2.19. The service attitude and patience degree were the main factors on patients＇satisfaction. Conclusion The satisfaction of outpatients in the hospital needs to be further improved on medical technology level, patience degree and detail described condition, in order to effectively strengthen the satisfaction of patients.

关 键 词：患者满意度 门诊 服务 

分 类 号：R197[医药卫生—卫生事业管理]