入院候床患者满意度调查  

Survey on Satisfaction of Hospitalized Patients Waiting for Bed

作　　者：吴丹[1] 谢娟[1] 申文武[1] 

机构地区：[1]四川大学华西医院监察处,成都610041

出　　处：《解放军医院管理杂志》2016年第2期135-136,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨实用的沟通解决方案,提高三甲医院入院候床患者满意度,减少因入院问题引发的纠纷和投诉。方法 2014年3—9月采取一系列管理创新改革方法,并就服务对象的满意度和入院服务中心被投诉量的前后变化进行统计分析。结果改革后的服务对象满意度明显提高,中心被投诉量下降,差异具有统计学意义(P<0.01)。结论以患者为中心,解决入院候床患者的切实需要,可以提高服务质量,减少冲突与纠纷,可为候床患者量大的医院借鉴。Objective To improve satisfaction degree of in- patients who were still waiting for bed and reduce medical disputes and complaints in grade A tertiary hospital with using practical communication way. Methods A series of management innovation and reform methods were taken from March 2014 to September 2014.Patients＇ satisfaction with and complaints about the hospital service center were analyzed before and after the implementation. Results Patient satisfaction significantly increased,and complaints declined obviously（ P〈0. 01） after the reform. Conclusion Patient- centered and satisfaction of the practical needs of patient while waiting for bed could greatly improve the quality of service and reduce the conflicts or disputes.

关 键 词：入院 候床患者 满意度 投诉 

分 类 号：R197.32[医药卫生—卫生事业管理]