摘要
目的探讨医疗服务行业顾客满意度模型下的病人满意度。方法自行设计住院病人满意度调查问卷。以随机方式抽取165名住院病人填写问卷。结果住院病人综合满意度82．4%;对主治医生的满意率为90．3%;对护士的满意率为86．9%;对医院管理的满意率为70．66%;对医院后勤的满意率为63．03%。住院病人的回头率为76．4%。结论通过病人满意度调查,使医院及时发现内部存在的危机,对症下药,优化服务流程,转变服务作风,不断提高医疗服务质量,构建和谐医患关系。
Objective To study on patient satisfaction survey under custom satisfaction model in medical service vocation. Methods Design the inpatient satisfaction survey. 165 inpatients were selected randomly to fill in the survey. Results The general satisfaction of inpatient is 82.4%, the satisfaction to indication doctor is 90.3%, the satisfaction to nurse is 86.9%, the satisfaction to management of hospital is 70.66%, and the satisfaction to logistics is 63.03%. The return rate to hospital is 76.4%. Conclusion Through the patient satisfaction survey, problems can be find so as to resolve the problems, improve the service process, transform the service attitude and construct harmony relationship between doctors and patients.
出处
《中国卫生质量管理》
2007年第1期34-37,共4页
Chinese Health Quality Management
关键词
顾客满意度模型
医疗服务
病人满意度
调查
custom satisfaction model
medical service
patient satisfaction
survey
