儿童患者家属满意度调查分析及改进措施

An Analysis of Investigation on the Content of the Children Patients’ Family and the Improvements

目的对引起儿童患者家属满意度低的原因进行分析,以制定相应的改进措施,从而提高儿童患者家属满意度,建立和谐的医患关系。方法于2007年1—12月份对儿童患者家属满意度进行回顾性分析。结果引起儿童患者家属满意度低的主要原因有:服务态度(38.3%)、医疗技术(21.7%)、医疗费用(9.3%)、医患沟通(22.0%)、就医环境(8.7%)。结论加强医患沟通,增强服务意识,重视业务素质培训,严把医疗质量关,重视高危因素是提高儿童患者家属满意度的主要措施。

OBJECTIVE To raise the content of children patients＇ family and establish a harmonious doctor-patient relationship, we made an analysis for the cause of low-grade content of children patients＇ family and made corresponding improvement. METHODS We have made a retrospective analysis on the content of children patients＇ family in 2007. RESULTS The attitude of servic（38.5%）, medical technique（21.7%）, medical-cost（10.9%）, doctor-patient communication（19.6%）, medical environs（9.3%） may be the main cause of low-grade content of children patients＇ family. CONCLUSION Strenthening doctor-patient communication, reinforcing serving awareness, emphasizing medical training, controlling the medical quality severely, emphasizing the high risk in medical and comprehending law in our staff are the main measures on raising the content of children patients＇ family.