以医疗行业顾客满意度研究为基础的医师工作满意度调查

Establish Satisfaction Survey of Doctor Work under Customer Satisfaction Model of Medical Service Business

目的通过医师工作满意度分析,探讨医院内部顾客的需求。方法设计包括组织文化、组织管理、领导角色、工作团体、工作本身、报酬与培训、医患关系、社会认同、个人发展等9个指标的调查问卷,采集信息,建立数据库,采用SPSS12.0软件进行统计分析。结果总体工作满意度不高。医师对工作较满意者占51%,基本满意的40.8%,而较不满意的占8.2%。突出表现为对工作本身、报酬、培训和医患关系不满意。结论医院管理者在实施以病人为中心的服务中,也应考虑如何提高医师工作满意度。

Object Study on customer＇s need content in hospital through analysis of satisfaction survey of doctor work. Method Questionnaire was designed which includes 9 indexes ： culture, management, leader role, work group, work itself, payment and training, relationship between doctor and patient, society self-identity, person development. Information was collected, database was established and statistics analysis was performed with SPSS12.0 software. Result The total work satisfaction was not high. Doctors satisfaction with work were 51% , less satisfaction were 40.8% , and 8.2% of doctors were not satisfaction, which performed particular in work itself, payment and training, relationship between doctor and patient. Conclusion How to improve doctor work satisfaction must be considered by hospital manager.