358例口腔特诊患者的调查分析

Investigation into and Analysis of 358 Dental VIP Patients

目的:为了了解口腔患者的就医需求,改善我科特诊室的管理,提高医疗服务质量和满意度。方法:对358名口腔特诊患者进行有关选择口腔特诊就诊原因、对特诊医护技术、服务质量满意度等的问卷调查。结果:影响患者选择口腔特诊的主要因素是医疗技术和可(电话)预约就诊时间,对特诊医护技术、服务质量均有好的满意度,约有1/4的特诊患者希望降低费用。结论:要满足口腔患者的需要,提供优质的医疗服务,就要重视医疗技术水平的提高,提供多层次的医疗服务方式,包括预约就诊、医患信任的建立、改善医疗环境、控制成本、分流服务等。

Objective to find out the patients＇ needs in department of stomatology, improve the management of the Dental VIP Room, enhance patients＇ satisfaction towards the service. Methods An investigation by questionnaire was made into 358 dental VIP patients with regard to the reasons influencing selection of Dental VIP Room,and the evaluation to the service ,medical expertise of doctors and nurses. Results The most important factors influencing patients selection of the Dental VIP Room are the medical expertise and the appointment by telephone. Patients are satisfied to the service and the medical expertise of doctors nurses. There are about 25 percent patients who want to cut down the medical fee. Conctusion In order to satisfaction the oral patient~ demand, enhancing the medical service, we have to pay more attention to improve our medical expertise, offer different services including of appointment, win the patients confidence in doctors, beautify the medical enviroment,control the treatment cost and provide multiform services.