构建医院服务中心对提升患者满意度的影响  

Influence of hospital service center on patients’ satisfaction

作　　者：李娜[1] 向克兰[1] 罗琦珑[1] 熊剑 李静[1] 胡曼 段小芹 张莉[1] LI Na;XIANG Kelan;LUO Qilong;XIONG Jian;LI Jing;HU Man;DUAN Xiaoqin;ZHANG Li(Three Gorges University People’s Hospital/Yichang First People’s Hospital,Yichang 443000,China)

机构地区：[1]三峡大学人民医院//宜昌市第一人民医院,湖北宜昌443000

出　　处：《现代医院》2020年第5期663-664,668,共3页Modern Hospitals

基　　金：宜昌市软科学研究计划项目(A14-30314)。

摘　　要：目的分析构建医院服务中心对提升患者满意度、改善患者就医体验的影响。方法按照患者就医时间顺序设立对照组及观察组,2017年5月-2018年4月就医患者满意度调查数据为对照组,2018年5月-2019年4月就医患者满意度调查数据为观察组,调查方式为自制问卷调查及半结构式质性访谈。结果患者满意度数据的变化规律及趋势是稳步提升,非常满意率组间差异统计学具有显著意义(P <0. 01)。结论构建医院服务中心,提高了患者满意度,改善了患者就医体验。Objective To analyze the impact of a hospital service center on patients’ satisfaction and patients’ medical experience. Methods The control group and the observation group were set up according to the time sequence of patients’ medical consultations. The patients from May 2017 to April 2018 were set as the control group,and those from May2018 to April 2019 as the observation group. A self-designed questionnaire and semi-structured qualitative interview were introduced. Results The acquired data from the two groups showed a trend of steady increase in the patients’ satisfaction and the difference in the highest satisfaction rate was statistically significant between the two groups( P < 0. 01). Conclusion The establishment of a hospital service center improves patients’ satisfaction and medical experience.

关 键 词：服务中心 患者满意度 影响 

分 类 号：R197.323.2[医药卫生—卫生事业管理]