新加坡医院满意度测评和上海卫生系统测评比较  

Comparison and Analysis of the Questionnaire Evaluation of Singapore Hospitals and Shanghai Municipal Commission of Health and Family Planning

作　　者：丁俭[1] 叶欣[1] 

机构地区：[1]上海市儿童医院.上海交通大学附属儿童医院,上海200062

出　　处：《中国医院管理》2016年第7期29-31,共3页Chinese Hospital Management

基　　金：上海申康医院发展中心管理项目(2013SKMR-24)

摘　　要：介绍了新加坡医院满意度测评体系的基本框架,总结和分析了其与上海卫生系统测评体系构建的区别,认为我国医院应重视"人性化"的测评方式,同时关注评价指标体系构建与卫生政策的一致性;重视和完善员工激励机制,将顾客预期及感知质量评价作为改善服务的重要战略工具。Through demonstrating the satisfaction evaluation system of Singapore hospitals, the article analyzed the differences between the satisfaction evaluation system of Singapore and the system made by Shanghai Municipal Commission of Health and Family Planning. It was concluded that the humanized evaluation methods should be highlighted, the conformity of establishment of evaluation system and policy be focused on, staff incentive mechanism be focused on and perfected, and patients＇ expectation indicator and perceived quality be considered as strategic tools to improve the healthcare system performance.

关 键 词：病人满意度 测评体系 新加坡 上海 

分 类 号：R197.3[医药卫生—卫生事业管理]