某市儿童专科医院门诊患儿家属满意度调查  

Investigation of family members' satisfaction of pediatric outpatients in a children's hospital

作　　者：黄慧敏 穆小苏 孙敏 卢佳 邵海亚 Huang Huimin;Mu Xiaosu;Sun Min;Lu Jia;Shao Haiya(School of Public Health,Nanjing Medical University,Nanjing 211166;Department of hffection Management,General Hospital of Nanjing,Nanjing 210002;School of Pediatrics~ Nanjing Medical University,Nanjing 211166,China)

机构地区：[1]南京医科大学公共卫生学院,江苏南京211166 [2]南京总医院感染管理科,江苏南京210002 [3]南京医科大学儿科学院,江苏南京211166

出　　处：《南京医科大学学报（社会科学版）》2018年第5期363-367,共5页Journal of Nanjing Medical University（Social Sciences）

基　　金：2015年南京医科大学"十二五"重点教研课题(JYZ2015013);健康江苏建设与发展研究院政策研究项目(2017JKJSOOZY);2017年度南京医科大学教改课题一般项目(YB2017101)

摘　　要：对某市儿童专科医院278名门诊患儿家属进行问卷调查,分析其满意度、就医需求以便更好地改进儿科医疗服务。58.27%的患儿是首诊患者。患儿家属对于医务人员服务态度及就诊环境很满意、满意的合计比例均在85%左右。对各项费用评价为合理以及很合理所占比例均低于50%。50.36%的患儿家属选择有经验的年长医生,33.81%选择先上网查询医生信息再挂号,60.43%一发现儿童出现异常就去医院。挂号难、做检查排队人多是患儿家属在医院遇到的最常见问题。医院需进一步加强服务意识,完善网络宣传途径;政府需整合资源,进一步推进儿科医联体建设。The aim of the study was to analyze the satisfaction and the demand for medical treatment of family members of outpatients in a children＇s hospital so as to improve pediatric medical services. A questionnaire was designed to investigate 278 family members of patients. 58.27% of the children were the first- visit patients. About 85% family members satisfied with medical staffs＇ service attitude and treatment environment. The proportion of family members who thought that the expenses were reasonable was less than 50%. 50.36% of the family members chose experienced senior doctors. 33.81% of the respondents chose to check the doctor online first and then hang up his number. 60.43% of the respondents went to the hospital when they found the children were abnormal. The difficulty of registration and the unmber of people waiting in line are the most common problems encountered by children＇s families in hospitals. Hospitals need to strengthen their awareness of service and improve the way of Internet publicity. The government needs to integrate resources to further promote the construction of pediatric medical association.

关 键 词：儿科 服务 满意度 调查问卷 

分 类 号：R197.3[医药卫生—卫生事业管理]