小议医院满意度  

Perspectives on hospital satisfaction

作　　者：王明晓 WANG Mingxiao(Chinese Research Hospitals,Beijing 100016,China;Sunshine Union Hospital,Weifang 250131,China)

机构地区：[1]《中国研究型医院》杂志,北京100016 [2]阳光融合医院,潍坊250131

出　　处：《中国研究型医院》2022年第2期1-3,共3页Chinese Research Hospitals

摘　　要：满意度是顾客对产品或服务满足与否的心理体验和测评的反馈。其产生于20世纪80年代初的美国。美国电话电报公司为了使自己处于竞争优势,开始调查了解顾客对当时企业所提供的服务的满意情况,并以此作为改进服务的依据。与此同时,日本也开始了类似工作。20世纪90年代传入我国,在1989年到1998年,我国在等级医院评审工作中引入了患者满意度调查指标,并把三级医院门诊患者满意度调查合格标准规定为≥85%,把病房患者满意度定为≥90%。The satisfaction that emerged in the United States in the early 1980s is the psychological experience and measured feedback of customers'whether they are satisfied with a product or service.To give itself a competitive edge,the American Telephone&Telegraph Co.began to investigate customer satisfaction with its current services and use it as a basis for service improvement.At the same time,Japan also began such work.It was introduced to China in the 1990s.From 1989 to 1998,China introduced patient satisfaction survey indexes in the graded hospital accreditation and set the passing standard for outpatient patient satisfaction survey in tertiary hospitals as greater than or equal to 85%and ward patient satisfaction as greater than or equal to 90%.Using such standards to quantify the survey and patient satisfaction indicators have given a solid impetus for improving hospital services and enhancing medical quality.

关 键 词：等级医院评审 三级医院 合格标准 患者满意度调查 医院满意度 门诊患者满意度 20世纪80年代初 心理体验 

分 类 号：R197.3[医药卫生—卫生事业管理]