基于患者满意度调查的医务科服务改进策略  

Strategies for Improving Medical Services Based on Patient Satisfaction Survey

作　　者：刘丽萍 Liping Liu(Longhua District People's Hospital,Shenzhen,Guangdong 518109)

机构地区：[1]深圳市龙华区人民医院,广东深圳518109

出　　处：《医学研究前沿》2024年第11期4-6,共3页Frontiers of Medical Research

摘　　要：目的探讨通过患者满意度调查来提升医务科服务质量的有效策略。方法选取2021年5月至2024年6月在我院接受医疗服务的患者3465名作为研究对象,采用问卷调查、访谈等方式收集患者对医务科服务的满意度数据。问卷内容涵盖服务态度、沟通效果、问题解决能力、流程便捷性等方面。对收集到的数据进行统计分析,以明确患者不满意的主要方面和突出问题,以此对医务科服务进行改进。结果调查结果显示,患者对医务科服务的满意度为86.12%,不满意的主要集中在服务流程繁琐、沟通不畅、问题处理不及时等方面。结论基于患者满意度调查结果,提出针对性的改进策略,有望提升医务科的服务质量,改善患者就医体验,增强患者对医院的信任和认可,从而促进医院的可持续发展。Objective To explore effective strategies to improve the service quality of medical department through patient satisfaction sur-vey.Method A total of 3465 patients who received medical services in our hospital from May 2021 to June 2024 were selected as research objects,and the data of patients'satisfaction with medical services were collected by means of questionnaire survey and interview.The ques-tionnaire covers service attitude,communication effect,problem solving ability,process convenience and so on.Statistical analysis of the data collected was carried out to identify the main areas of patient dissatisfaction and outstanding problems in order to improve the services of the medical section.Result The survey results showed that the satisfaction rate of patients was 86.12%,and the dissatisfaction mainly focused on the tedious service process,poor communication,and untimely handling of problems.Conclusion Based on the results of patient satisfaction survey,targeted improvement strategies are proposed,including optimizing service process,strengthening communica-tion and training of medical staff,and establishing efficient problem handling mechanism,which is expected to improve the service quality of medical department,improve patients'medical experience,enhance patients'trust and recognition of hospitals,and thus promote the sus-tainable development of hospitals.

关 键 词：医务科 服务 患者满意度 调研 改进策略 

分 类 号：R197.32[医药卫生—卫生事业管理]