医院服务水平相关因素调查分析

Investigation and Countermeasure of The Factors Related to The Hospital Service Level

目的:研究医院服务和管理方面的问题,以加强和改善医院工作。方法:自编医院调查问卷,统一指导语,对327名医院员工与病人进行无记名问卷调查。结果:医院的人性化服务、诚信服务、管理水平、高效服务和员工的服务意识5项内容对医院服务水平的贡献率达62.3%,回归方程为Y(医院服务水平)=0.371+0.227 X1(人性化服务)+0.247X2(诚信服务)+0.207X3(管理水平)+0.160 X4(高效服务)+0.103 X5(员工的服务意识)。结论:医院的人性化服务、诚信服务、管理水平、高效服务和员工的服务意识对医院服务水平起着关键性的作用,须引起医院和员工的高度重视。

Objective：Study the questions lay in the hospital service and management to improve hospital management. nethods：A questionnaire investigation of 327 employees and patients was made. Results：Five factors including humanistic service, honest service, management level, effective service, and employees service idea are up to 62.3 percents to the contribution rates of hospital service level. The equation is： Y （hospital service lever） = 0.371 ＋ 0. 227X1 （ humanistic service） ＋ 0. 247 X2 （ honest service） ＋ 0. 207 X3 （ management level） ＋ 0. 160 X4 （ effective service） ＋0. 103 Xs （employees service idea）. Conclusion：These five factors play important roles in the hospital service lever, and should be emphasized to the employee and hospital.