某二甲综合医院的患者满意度调查分析与改进对策  

Investigation and Analysis of Patient Satisfaction in a Second Class General Hospital and Improvement Measures

作　　者：朱雪梅 唐宁娟 陈海波 ZHU Xuemei;TANG Ningjuan;CHEN Haibo(Customer Service Office,Dongguan Nancheng Hospital,Dongguan Guangdong 523000,China;Department of Medical Affairs,Dongguan Nancheng Hospital,Dongguan Guangdong 523000,China)

机构地区：[1]东莞市南城医院客服办公室,广东东莞523000 [2]东莞市南城医院医务科,广东东莞523000

出　　处：《中国卫生标准管理》2024年第18期38-41,共4页China Health Standard Management

摘　　要：目的探讨东莞市南城医院的患者满意度与改进对策。方法选择东莞市南城医院2023年1—9月收到的3290份满意度问卷,统计患者满意度,并对比2022年东莞市卫健局对医院进行的第三方满意度调查结果,然后提出相应改进策略。结果2023年1—9月共收到3290份满意度问卷,患者总体满意度为89.91%(2958/3290),相比2022年东莞市卫健局对东莞市南城医院进行的第三方满意度调查结果79.69%(2622/3290)上升13.22%。相比之下,2023年东莞市南城医院的患者满意度有所提升,但还存在提升空间。2023年1—9月共收到307条开放性意见。服务态度、病情告知和解答、就诊流程(排队时间长、排队秩序混乱等)、医疗效果、就医环境等均是影响服务满意度的原因。结论东莞市南城医院的患者满意度有所提升但仍需进一步改进,应从工作人员服务态度和沟通技巧、诊疗流程、医疗技术、医院设施建设、投诉处理机制、健康教育等方面入手提升服务质量;同时,还需要关注医务人员的工作压力和心理健康,提高医务人员的幸福感和工作满意度,只有全面提升医疗服务质量,才能更好地满足患者的需求和期望,提高患者满意度和信任度。Objective To explore the patient satisfaction and improvement measures in Dongguan Nancheng Hospital.Methods A total of 3290 satisfaction questionnaires received by Dongguan Nancheng Hospital from January to September 2023 were selected to count patient satisfaction,and by comparing the third-party satisfaction survey results conducted by Dongguan Health Bureau in the hospital in 2022,and then the corresponding improvement strategies were proposed.Results From January to September 2023,a total of 3290 satisfaction questionnaires were received,and the overall satisfaction of patients was 89.91%(2958/3290),which was 13.22%higher than the third-party satisfaction survey conducted by Dongguan Health Bureau on Dongguan Nancheng Hospital in 2022,79.69%(2622/3290).In contrast,patient satisfaction in Dongguan Nancheng Hospital in 2023 has improved,but there is still room for improvement.A total of 307 open opinions were received from January to September 2023.Service attitude,condition notification and answer,treatment process(long queuing time,chaotic queuing order,etc.),medical effect,medical environment,etc.,were the reasons affecting service satisfaction.Conclusion Patient satisfaction in Dongguan Nancheng Hospital has improved but needs further improvement,from staff service attitude and communication skills,diagnosis and treatment process,medical technology,hospital facilities,construction,complaint handling mechanism,health education to improve service quality,at the same time,also need to pay attention to the medical staff work pressure and mental health,improve the happiness of medical staff and job satisfaction,only comprehensively improve the quality of medical service,to better meet the needs of patients and expectations,improve patient satisfaction and trust.

关 键 词：医院患者满意度 调查分析 改进对策 健康教育 健康宣传 投诉处理 

分 类 号：R197[医药卫生—卫生事业管理]