[1]姚静 李静 徐凯.江苏省某三甲医院出院患者第三方调查满意度研究[J].中国卫生质量管理,2018,25(02):057-59.[doi:10.13912/j.cnki.chqm.2018.25.2.18]
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江苏省某三甲医院出院患者第三方调查满意度研究
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第25卷
期数:
2018年02期
页码:
057-59
栏目:
服务质量
出版日期:
2018-03-28

文章信息/Info

作者:
姚静 李静 徐凯
江苏省中医院
关键词:
出院患者; 第三方调查; 满意度
Keywords:
Discharged Patients;  Third Party Survey;  Satisfaction
DOI:
10.13912/j.cnki.chqm.2018.25.2.18
摘要:
目的调查江苏省某三甲医院出院患者满意度现状，为医院工作改进提供依据。方法通过第三方分段随机抽样调查2015年、2016年医院出院患者满意度，对总体满意度及8项满意度指标进行分析比较。结果总体满意度2015年为92.18%，2016年为91.13%。与2015年相比，患者对医生服务与技术、护士服务与技术、挂号（收费）处及住（出）院办理服务，各项检查窗口服务等指标满意度有所提高，而药房服务、膳食服务、医院收费这3项指标满意度有所下降。结论医院总体满意度良好，需缩短患者取药等候时间，提高后勤服务水平，增加收费透明度，并持续改进医务人员服务态度与技术水平，从而不断提高患者满意度。
Abstract:
ObjectiveTo investigate the satisfaction of discharged patients in a tertiary hospital in Jiangsu Province, and to provide evidence for the improvement of hospital work.MethodsThe satisfaction of discharged patients in 2015 and 2016 was investigated by third-party using stage randomized sampling method, and the overall satisfaction and eight satisfaction indicators were analyzed.ResultsThe overall satisfaction was 92.18% in 2015 and 91.13% in 2016. Compared with 2015, patients' satisfaction on doctor service and technology, nurse service and technology, registration (chargeable) office and outpatient service, and various check-in window services was improved. However, the satisfaction on three indicators including pharmacy service, meal service and hospital charges service was decreased.ConclusionThe overall hospital satisfaction was good, and patient waiting time should be shortened, logistics service level should be increased, transparency of charges should be increased, and service attitude and technical level of medical staff should be continuously improved to improve patient satisfaction.

参考文献/References:

［1］张鑫怡,盖晓红.2013年某省患者满意度调查与分析［J］.中国卫生质量管理,2015,22(3):56-58.

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更新日期/Last Update: 2018-03-28