住院患者满意度调查分析及改进对策  

Investigation and analysis of inpatients satisfaction and improvement measures

作　　者：张蜀芸[1] 张燕萍[1] 李艾沼 Zhang Shuyun;Zhang Yanping;Li Aizhao(Nursing Department,the First People's Hospital of Huaihua City 418000)

机构地区：[1]怀化市第一人民医院护理部,418000

出　　处：《中国社区医师》2017年第26期166-167,169,共3页Chinese Community Doctors

摘　　要：目的:分析住院患者满意度调查结果,制定改进策略以提高患者满意度。方法:收治住院患者260例,委托某学院作为第3方进行现场问卷调查。结果:住院患者总体满意度得分88.15分。不满意原因分别是医护人员服务态度欠佳、食堂工作人员服务态度及菜品质量差、入院手续办理时间长、医疗费用较高。结论:提升医护人员主动服务意识,合理配置人力资源;从领导层面重视后勤保障;优化入院流程;借力信息化,增加收费透明度。多措并举,可以有效提高住院患者满意度,营造和谐医患关系。Objective:To analyze the inpatients’satisfaction survey results and develop improvement strategies to improve patient satisfaction.Methods:260hospitalized patients were selected.We commissioned a college as a third party to conduct a questionnaire survey on the spot.Results:The overall patients satisfaction score was88.15points.The reasons for dissatisfaction were poor service attitude among doctors and nurses.Canteen staff service attitude and dishes quality needs to be improved.The admission procedures were long and the medical expenses were high.Conclusion:To improve the awareness of active service of health care workers,rational allocation of human resources,from the leadership level attention to logistical support,optimize the admission process,leveraging information,increase the transparency of charges.Multi-measures simultaneously can effectively improve hospital patient satisfaction,and create a harmonious doctor-patient relationship.

关 键 词：住院患者 满意度 调查分析 改进对策 

分 类 号：R197.323[医药卫生—卫生事业管理]