急诊患者满意度模糊综合评价

A Study on the Emergent Patients Satisfaction with the Method of Fuzzy Comprehensive Evaluation

目的:探索影响医院急诊患者满意度的因素,为医院科学管理提供客观依据。方法:对某医院2003—2005年急诊患者或家属1 564名进行问卷调查,进行模糊综合评价分析。结果:3年急诊患者满意率分别为90.16%、91.71%、92.56%,模糊评价总评分为J=0.7648、0.8961、0.9577,2005年诊疗环境与总体医疗服务质量模糊控制量占前两位(C=0.4843,0.2037)。结论:大多数急诊患者感到满意,且逐年提高,但诊疗环境与总体医疗服务质量有待进一步提高。

Objective： To study the related factors about the satisfaction of emergency patients and provide objective basis for the scientific management of hospital. Methods： 1,564 emergent patients between 2003 and 2005 were investigated with questionnaires, the data were analyzed with the method of fuzzy comprehensive evaluation. Resuits： The rates of the emergent patients satisfaction in the three years were respectively 90.16%, 91.71% and 92.56% and the total scores of fuzzy comprehensive evaluation were 0. 7648, 0. 8961 and 0. 9577. The first two of fuzzy control quantity were respectively the hospital environment and general medical service quality in 2005. Conclusion： Most of emergent patients were satisfied and the rate of satisfaction increased year by year. But the hospital environment and medical care quality need to be further enhanced.