基于门诊患者满意度调查分析的医院管理对策探讨  

Discussion of hospital management countermeasures based on the analysis of outpatients satisfaction survey

作　　者：孙常程 闫生方[2] 张玉安[3] 杨雪珂 SUN Changcheng;YAN Shengfang;ZHANG Yu´an;YANG Xueke(General Office,Zhengzhou University Medical School,Zhengzhou 450000,China;Dean Office,the First Affilated Hospital of Zhengzhou University,Zhengzhou 45000,China;Department of Development and Planning,Zhengzhou University,Zhengzhou 45000,China;Zhengzhou University Public Health School,Zhengzhou 45000,China)

机构地区：[1]郑州大学医学院综合办公室,郑州450000 [2]郑州大学第一附属医院院长办公室,郑州450000 [3]郑州大学发展规划处,郑州450000 [4]郑州大学公共卫生学院,郑州450000

出　　处：《中国研究型医院》2021年第6期22-26,共5页Chinese Research Hospitals

基　　金：2021年度河南省高等学校重点科研项目(21A630029)。

摘　　要：目的通过门诊患者满意度调查和数据分析,为改进医院管理、提高患者满意度提供依据。方法分别在2018年1月和2019年1月,从服务流程、服务态度、服务质量和就医环境4个维度对门诊患者的就医满意度进行调查,对2018年和2019年的满意度进行比较分析,对开放式建议和意见进行归纳总结。结果服务流程、服务态度、服务质量、就医环境都是影响患者就医体验和满意度的重要因素,其中服务流程的改进相对其他因素更为复杂和困难,患者对该项满意度的提升速度也较为缓慢。结论患者满意度调查是医院提升管理水平和医疗服务水平的重要工具和参考,通过调查分析可以明确影响患者满意度的主要因素,以实施正确的管理决策。Objective To provide the basis for improving hospital management and patient satisfaction through outpatient satisfaction surveys and data analysis.Methods From January 2018 to January 2019,the satisfaction of outpatients with medical treatment was investigated from four dimensions of the service process,service attitude,service quality,and medical environment.The satisfaction in 2018 and 2019 was compared and analyzed,and the open suggestions and opinions were summarized.Results Service process,attitude,quality,and medical environment are all important factors affecting patients’medical experience and satisfaction.Among them,the improvement of the service process is more complicated than other factors,and the rate of improvement in patient satisfaction is also slow.Conclusion A patient satisfaction survey is a critical tool and reference for hospitals to improve management and medical services.The main factors affecting patient satisfaction can be identified through investigation and analysis to implement correct management decisions.

关 键 词：医院管理 门诊部 医院 病人满意度 问卷调查 

分 类 号：R197.32[医药卫生—卫生事业管理]