医院顾客满意度指数模型和缺口分析理论应用于门诊患者满意度调查的实践  

Out-patients' satisfaction based on Hospital Customers Satisfaction Index model and gap analysis

作　　者：姚家思 王玮[2] 朱秀[1] 

机构地区：[1]北京大学护理学院,100191 [2]首都医科大学附属北京天坛医院

出　　处：《中国护理管理》2016年第6期809-812,共4页Chinese Nursing Management

基　　金：首都医科大学附属北京天坛医院患者及工作人员满意度动态监测和评估项目(20140338)

摘　　要：目的 :应用医院顾客满意度指数模型(HCSI)理论和缺口分析的方法进行门诊患者满意度调查。方法 :根据HCSI理论和缺口分析设计满意度调查问卷,对北京市某三级甲等综合性医院3618例门诊患者进行调查,通过缺口分析理论探讨改进措施。结果 :该医院门诊患者在感知质量方面的满意度得分为8.48分,患者对医院有较高的期望和忠诚度,对医院诊疗质量方面满意度较高;缺口分析发现等候时长和便捷服务方面缺口较大。结论 :利用HCSI理论和缺口分析可以有效评估患者满意度和缺口,为医院改善患者就诊体验提供具有针对性的改进意见和依据,为医院患者满意度测评提供新的切入点。Objective： To analyze the out-patients satisfaction,and to explore ways to better service by combining Hospital Customers Satisfaction Index model （HCSI） model and gap analysis. Methods： We designed a questionnair according HCSI model and gap analysis and conducted the survey among 3618 out-patients in a teriary Grade A hospital. We discussed the improving strategies by gap analysis. Results： The average score of out-patients＇ satisfaction was 8.48. Patients had high expectation and loyalty, and they were satisifed with the diagosis and treatment skills. By gap analysis, waiting time and additional service were the two dimensions with biggest gap. Conclusion： HCSI model and gap analysis are useful tools to ifnd out service gaps and could provide uselful improvement suggestions to better hospital management and service.

关 键 词：医院顾客满意度指数模型 缺口分析 门诊患者 患者满意度 

分 类 号：R47[医药卫生—护理学]