基于关联性分析的门诊患者满意度评价指标体系优化设计

Optimum Design of Satisfaction Degree Assessment Data System of OPD patient Based on Relevance Analysis

在分析现有的满意度评价指标体系构建中存在的问题的基础上,提出通过对问卷调查数据进行关联性分析来优化初始满意度评价指标的方法,从而保证评价指标之间的独立性。通过对22个初始满意度评价指标的关联性分析,确定了只有医师的医疗技术指标、等候总评价、挂号人员服务态度、收款人员服务态度、药局人员服务态度、辅助检查科室人员服务态度、检验科人员服务态度、门诊指示标志、门诊环境清洁情况和门诊看病方便程度等10个指标的评价指标体系。优化后的评价指标体系不仅保证原有问卷的信度和效度,而且也增强了患者满意度调查的实用性和评价的适用性。

The relevance analysis was carried out on questionnaire investigation data to optimize primary satisfaction degree assessment method based on problems in recurrent satisfaction degree assessment data system so that to make sure the independence between assessment data. There were about 10 assessment data system that had been established through relevance analysis of 22 primary assessment satisfaction data. They were medical technique data of doctor, waiting total assessment, service attitude of staffs in registration, receiver, pharmacy, lab and assistant, guide of OPD, environment clean and convenience in OPD. The optimum assessment data system not only maintained reliability and efficiency and also improve the practicability and applicability of assessment.