医院门诊收费处服务满意度调查分析

Analysis on Investigation about Satisfaction with the Service in the Outpatient Chargement Clinics

目的：探讨提高门诊收费处服务满意度的途径。方法：设计满意度调查问卷，随机抽样调查291例门诊病人对医院门诊收费处服务的满意度，并与门诊导医、药剂科、注射室等门诊服务窗口单位作对比分析。结果：病人对门诊收费处的满意度评价在所调查的6个门诊窗口中居最末位，满意度仅68．04％（P〈0．05）。病人最不满意的是排队时间长。结论：应从增强服务意识，规范服务行为，优化服务流程以及提高服务技能等多方面持续改进门诊收费处的服务质量，提高病人对门诊收费处的满意度和医院门诊服务的综合满意度。

Objective： To explore the ways of improving satisfaction with the service in the outpatient chargement clinics. Methods： By making a questionare about satisfaction, we investigated 291 cases of patients randomly about their satisfaction with the service in the outpatient chargement clinics and make a comparison analysis with other departments. Results. Patients show the lowest satisfaction with the service in the outpatient chargement clinics （68. 04%）. Conclusion： The outpatient chargement clinics should strengthen the sense of service, regulate the behavior of service, raise the skills of service and so on to improve the service quality. Only in this way can improve patients＇ satisfaction.