北京市朝阳区2017—2019年五家综合医院患者满意度调查  

Patient satisfaction survey of five general hospitals in Beijing’s Chaoyang District in 2017-2019

作　　者：王子尧 覃伟 吕芯芮 闫韬 姜春 刘宝花[1] WANG Ziyao;QIN Wei;LV Xinrui;YAN Tao;JIANG Chun;LIU Baohua(School of Public Health,Peking University,Beijing 100191,China;不详)

机构地区：[1]北京大学公共卫生学院,北京100191 [2]北京市朝阳区垡头社区卫生服务中心,北京100023 [3]北京市朝阳区医院管理中心,北京100028

出　　处：《现代医院》2021年第1期18-24,共7页Modern Hospitals

摘　　要：目的了解北京市朝阳区2017下半年—2019下半年五家综合医院的满意度情况和变化趋势,为改进医疗服务质量,提高患者满意度提供参考。方法在朝阳区五家综合医院于2017年下半年—2019年下半年开展患者满意度调查,对调查数据进行描述和分析。结果2017年下半年—2019年下半年朝阳区五家医院门诊和住院患者满意度总体得分较高且呈上升趋势,住院患者满意度高于门诊患者满意度,人文关怀和医疗技术维度得分较高,就医体验、硬件环境、价格费用维度得分较低,各医院间满意度存在差异且患者反映的问题不同。结论朝阳区医院需继续注重提升患者满意度,加强政策鼓励和医院管理,完善满意度调查,改善就医体验,优化就医流程,加强硬件环境建设,控制价格费用,增强价格透明。Objective To understand the patient satisfaction situation and change trend of five general hospitals in Chaoyang District,Beijing,from the second half of 2017 to the second half of 2019,and to provide a reference for improving the quality of medical services and improving patient satisfaction.Methods A patient satisfaction survey was conducted in the five general hospitals in Chaoyang District from the second half of 2017 to the second half of 2019,and the survey data was described and analyzed.Results From the second half of 2017 to the second half of 2019,the overall scores of outpatient and inpatient satisfaction of five hospitals in Chaoyang District were higher and showed an upward trend,and inpatient satisfaction was higher than outpatient satisfaction.The scores of humanities care and medical technology are higher,the medical experience,hardware environment,and cost dimensions are lower.The satisfaction among different hospitals is different and the patients reflect different problems.Conclusion The hospital in Chaoyang District should continue to focus on improving patient satisfaction,strengthening policy encouragement and hospital management,improving satisfaction surveys,improving medical experience,optimizing medical procedures,strengthening hardware environment construction,controlling price expenses,and enhancing price transparency.

关 键 词：满意度调查 医院 患者 

分 类 号：R197[医药卫生—卫生事业管理]