某院门诊病人满意度模糊综合评判及相关因素分析

Fuzzy Synthetical Appraisal on Outpatients Satisfaction and Analysis of Associated Factors

本文采用模糊综合评判法对武汉市某医院最近三年的门诊病人满意度进行评价。结果表明:1992、1993与1994年门诊病人满意率分别为73.0％、81.7％和69.7％,若将满意、基本满意和不满意分别评为100、60和-100分,三年门诊病人满意度得分分别为84.51、86.80和84.25。与门诊病人满意度有关的因素是医院的“创三甲”活动、门诊病人的文化程度、职业等。

This article appraised outpatient satisfaction of one hospital in Wuhan city in recent three years with the method of fuzzy synthetical appraisal. The results show that outpatient satisfaction rates for the years of 1992, 1993 and 1994 are 73%, 81. 7% and 69. 7% respectively. The scores of satisfaction in 1992, 1993 and 1994 are 84. 51, 86. 80 and 84. 25 separately if ranked as satisfaction, basic-satisfaction, and not-satisfaction with 100, 60 and -100. The factors associated with outpatient satisfaction are hospital activity of 'Getting A in the third grade', outpatient education and profession etc.