从医院门诊文化元素探索服务满意度提升  

Exploring Service Satisfaction Enhancement from Cultural Elements of Hospital Outpatient Service

作　　者：孙城 吉爱军[1] 孙敏[1] 陈娟[1] 杨德仁[1] 康铮[1] 周宋汇[1] SUN Cheng;JI Ai-jun;SUN Min;CHEN Juan;YANG De-ren;KANG Zheng;ZHOU Song-hui(Jiangsu Cancer Hospital,Jiangsu Cancer Prevention and Research Institute,Affiliated Cancer Hospital of Nanjing Medical University,Nanjing,Jiangsu Province,210000 China)

机构地区：[1]江苏省肿瘤医院、江苏省肿瘤防治研究所、南京医科大学附属肿瘤医院,江苏南京210000

出　　处：《中国卫生产业》2020年第13期97-100,共4页China Health Industry

基　　金：江苏省肿瘤医院文化建设课题(DWK201706)。

摘　　要：目的了解该院门诊文化现状,探讨从文化视角改善门诊服务满意度。方法随机抽取门诊患者、患者家属、医务人员各100名,从制度文化、物质文化、行为文化、精神文化四个维度进行问卷调查。结果调查显示,患者及患者家属对于门诊服务总体满意度较高,医务人员相对偏低;不同人群总体满意度与不同文化元素的相关性不同;不同人群对于制度文化满意度、物质文化满意度、整体服务满意差异有统计学意义(P<0.05),对于行为文化满意度、精神文化满意度方面差异无统计学意义(P>0.05)。结论针对不同人群所反映的不同文化元素进行分析研究,逐步实现门诊精细化管理,切实提高该院门诊服务满意度。Objective To understand the current status of outpatient culture in the hospital and explore the improvement of outpatient service satisfaction from a cultural perspective.Methods A total of 100 outpatients,patient family members,and medical staff were randomly selected.Questionnaire surveys were conducted from four dimensions:system culture,material culture,behavior culture,and spiritual culture.Results The survey showed that patients and their families had higher overall satisfaction with outpatient services,and medical staff was relatively low;the overall satisfaction of different populations had different correlations with different cultural elements;the satisfaction of different populations with institutional and material culture had statistically significant difference in overall service satisfaction(P<0.05),and there was no statistically significant difference in behavioral cultural satisfaction and spiritual and cultural satisfaction(P>0.05).Conclusion Analyze and research different cultural elements reflected by different populations,gradually achieve refined outpatient management,and effectively improve the satisfaction of outpatient services in the hospital.

关 键 词：门诊文化 服务满意度 精细化管理 

分 类 号：R19[医药卫生—卫生事业管理]