某医院患者满意度调查分析  

Investigation into the Satisfaction Degrees of the Patients in a Hospital

作　　者：王鸿雁[1] 李新茹[1] 陈百芳[1] WANG Hongyan;LI Xinru;CHEN Baifang(Gansu Provincial Maternity and Child-care Hospital,Lanzhou 730050,China)

机构地区：[1]甘肃省妇幼保健院,甘肃兰州730050

出　　处：《西部中医药》2018年第11期69-71,共3页Western Journal of Traditional Chinese Medicine

摘　　要：目的:对患者在住院期间和出院后的满意程度进行调查,为医院决策提供参考。方法:自行设计满意度调查表,围绕员工态度、对医护/服务程序的解释、效率、口碑等其他方面,从2012—2015年进行逐月问卷调查统计。结果:出院患者对各个科室的医生满意度最高,患者对保洁员的满意度较低。保洁员的满意度低于医生、护士。简化报销手续和缩短报销周期是患者最关注的焦点,高效率做事越来受到人们的欢迎。医院的口碑呈现较好态势,且呈逐年增长趋势。结论:医务人员能够做到时刻心存患者,期望给患者带来舒心感觉;需要加强保洁员的保洁工作,完善医院基础设施建设;医院各方面呈现良好发展趋势。Objective： To provide the reference for hospital decision by surveying the satisfaction degrees ofthe patients during the hospitalization period and after leaving hospital. Methods： The satisfaction degree question-naire was designed by themselves, centred on the staff＇s attitude, the explanation to doctor and nurses/service routine,efficiency, word of mouth others which were surveyed and counted from 2012 to 2015 month by month. Results：The discharged patients＇ satisfaction was relatively high with the doctors from different departments, and low withthe cleaner. The satisfaction of cleaner was lower than that of the doctor and the nurses. Simplifying reimbursementand shortening the cycle were the focus that the patients were concerned about, high efficiency work has been wel-comed by people. Public praise of our hospital presented better situation, and was in a increasing rate year by year.Conclusion： Medical staff should put themselves in the patients＇ place, and bring comfortable feelings to the patients;the cleaner＇s cleaning work needs to be enhanced, hospital infrastructure construction should be improved. All as-pects of hospital have shown a good trend of development.

关 键 词：患者 满意度 调查 

分 类 号：R197[医药卫生—卫生事业管理]