医患满意度测评研究进展、问题及治理思考  

Thinking of Progress,Problem and Govenance of Researches on Doctor-Patient Satisfaction Evaluation

作　　者：钱宇[1] 王小合[2] 郑国管 汪慧[2] 方文风[2] 冯婉[2] 

机构地区：[1]杭州市第一人民医院,浙江杭州310006 [2]杭州师范大学医学院卫生事业管理系,浙江杭州310036

出　　处：《中国医院管理》2017年第3期11-13,17,共4页Chinese Hospital Management

基　　金：国家自然科学基金资助项目(71273080)

摘　　要：医患满意度是衡量医疗服务质量治理及综合反映医疗改革社会成效的重要指标,构建医患满意及其和谐关系也是医院可持续发展的基本命题和价值追求。文章通过对国内外医患满意度的概念、指标体系及测评工具文献回顾和述评,发现医务人员工作满意度测评表在一定程度上忽视和缺失了考察患方、现行社会医疗体制和舆论因素以及医患满意协同作用等影响,基于现代管理科学的系统论、有限理性、协同治理理论提出了医患满意度测评以及构建和谐医患关系治理研究的若干思考与展望。The doctor and patient satisfaction is the important index of medical service quality governance and comprehensive reflection of the social effects of health care reform.Promoting the doctors＇ and the patients＇ satisfaction,and establishing harmonious physician-patient relationship are the basic proposition and value pursuit of hospital sustainable development.In the paper,the concept,evaluation index system and instrument research of doctor-patient satisfaction at home and abroad are summarized.It is found that medical staff job satisfaction evaluation is lack of analysis of patient factors,current social medical system and public opinion,and doctor-patient satisfaction synergistic effect.Patient satisfaction evaluation index remains to be of rational design and system selection.Based on system theory,bounded rationality theory and governance theory,the thinking and prospect for building a patient satisfaction survey research and harmonious doctor-patient relationship management research are provided.

关 键 词：医务人员 患者 满意度 治理 

分 类 号：R197.32[医药卫生—卫生事业管理]