上海市公立三甲医院与私立医院服务满意度比较分析

Comparing Patient’s Satisfication between Public and Private Hospitals

目的:通过对上海市公立与私立医院服务质量满意度的比较分析,探索提高全市卫生服务整体满意度的办法与措施。方法:按照卫生服务满意度测量的方法与指标。设计并分别对上海市2家私立和1家公立三级甲等医院的门诊和住院病人进行调查,获得两类医院的满意度,并进行比较分析。结果:三级甲等医院与私立医院的服务质量满意度有较大的差异。讨论与建议:为进一步提高三级甲等医院服务满意度,医院管理者应该把服务品质和医疗质量放到同等的地位来抓;进一步改革工资分配制度,激励员工改善服务品质;采取门诊分流病人的办法,缩短服务的等待时间。

Objective By contrasting public hospitals with Brivate hospitals on service quality,this paper aims to explore the ways to raise the whole city’s satisfaction. Method The author referred to some concerned documents and consulted the inpatients and outpatients of 1 public hospitals and 2 private hosptals by questionnaires,and then evaluate the satisfaction. Result There was a little high difference between public hospital and private hospital.Conclusion We proposed some suggestions as follows:the leader of public hospital should think much of both service quality and medical treatment quality;the further reform should be put up to establish a more reasonable salary allocation system which can encourage the staff to improve their service quality;and the measures of dividing patients into different flow in the outpatient service should be carried out to improve the waiting time.