住院患者满意度调查分析

Analysis on the inpatients'satisfaction

目的分析患者对医疗服务满意度评价的影响因素。方法对2006年、2007年每年3、6、9、12月份的8个时段在院的4 387位患者进行断面满意度调查,采用拉网式问卷调查,对其中387名投诉患者或家属采取面对面访谈,对提出的问题讨论并整改,在下一轮调查中追踪满意度走向。结果患者满意度存在极强的模糊性,易生成错误的满意率。影响患者对医院服务满意度评价的因素依次为:服务态度不好占22.8%,医护人员医疗技术不高占22.4%;医药费太高占21.1%;住院环境不宜人占19.5%;其它占14.2%。患者对医院服务态度好的评价依次为:耐心倾听患者诉说占12.8%;技术好,及时解除痛苦占40.8%;责任心强、看病认真占30.6%,对患者热情、主动占15.8%。结论可靠的医疗技术和良好的服务态度是影响患者对医院服务满意度评价最重要的两个因素,耐心倾听患者诉说是影响医务人员服务态度的最重要因素。

Objective To analyze the factors that affect the degree of inpatients＇satisfaction towards medical service. Methods Satisfaction survey were performed toward 4387 inpatients on March, June, September and December of 2006 and 2007, of which 387 inpatients or their family members were investigated by face-to-face interview. The issues exposed were discussed and amended, while the tendency of satisfaction degree was traced in the next round of investigation. Results Satisfaction degree was extremely ambiguous and easily to get an false positive satisfaction rate. The factors that affecting the inpatients＇satisfaction degree of hospital service was listed as followed： unsatisfactory service attitude （22.8%）, poor medical technique （22.4%）, expensive medical fee （21.1%）, and uncomfortable hospitalization environment （19.5 %）. Patients mostly assessed a good service attitude according to the following factors： listening to patients attentively （12.8%）, good technology and eliminating the pains （40.8%）, high responsibility and rigorous attitude （30.6 %）, enthusiasm and initiative （15.8%）. Conclusion The reliable medical technique and good service attitude are the most important factors for inpatients to assess a level of satisfaction of hospital service, and listening to patient attentively is the most important factor affecting patients＇ opinion toward medical staffs.