上海市公立医疗机构病人满意度测评意义  

Significance of Patient Satisfaction Assessment in Public Medical Institutions of Shanghai

作　　者：陈丹妮 范关荣 邹冬冬 王彤 张志锋 罗惠文 薛迪[1] CHEN Dan-ni;FAN Guan-rong;ZOU Dong-dong(School of Public Health,Fudan University/Key Laboratory of Health Technology Assess- ment,Ministry of Health,Shanghai,200032,Chin)

机构地区：[1]复旦大学公共卫生学院.卫生部卫生技术评估重点实验室,上海200032 [2]上海医药卫生行风建设促进会,上海200040 [3]上海市卫生和计划生育委员会,上海200125

出　　处：《中国医院管理》2018年第7期11-13,共3页Chinese Hospital Management

基　　金：上海医药卫生行风建设促进会委托项目(WAF201062)

摘　　要：病人满意度是指人们由于对健康、疾病、生命质量等方面的要求而对医疗服务产生某种期望,并基于这种期望而对所接受的医疗服务予以评价。梳理了病人满意度的涵义与我国改善医疗服务的相关政策,同时比较了国内外第三方病人满意度测评研究情况,进而揭示我国病人满意度测评的不足,为完善上海市公立医疗机构病人满意度测评工作提供了理论依据和关键点。Patient Satisfaction is referred to patient assessment of health services that they received based on their expectations of them because of health,disease and quality of life. In this paper,the concept of ＂patient satisfaction＂ and its related policies were analyzed. Also, studies concerned patient satisfaction conducted home and abroad were compared and the deficiencies of patient satisfaction assessment studies in China were revealed. The objective was to find the key weaknesses in medical services and to provide the evidences for the further studies of patient satisfaction assessment at public health institutions of Shanghai.

关 键 词：病人满意度 医疗服务 医疗机构 

分 类 号：R197.3[医药卫生—卫生事业管理]