提高门诊导医护理服务质量对病人满意度的影响

目的探讨提高本院门诊导医服务质量对病人满意度的影响。方法通过发放调查表,对在本院门诊就诊的病人进行问卷调查,并针对调查结果采取了包括人员选择与培训,改变服务理念、变被动服务为主动服务,开展健康教育和优化门诊导医服务流程等整改措施,提高门诊导医服务质量,比较整改前后病人的满意度。结果改善门诊导医服务质量后,除提供便民服务措施一项没有显著性变化外,其余各项病人的满意度均较前一年有明显提高(p<0.05)。结论不断提高门诊导医服务质量,争取做到从细微处体现人文关怀,仍需在便民服务措施方面进一步完善,造就一支现代化导医服务队伍,以满足病人的需求,让病人真正满意。

Objective：Improve the quality of service guiding out effectively meet the needs of patients.Methods：Investigate whether by giving out a questionnaire,carrying out a questionnaire on patient seeing a doctor in my yard outpatient service,And for the results of the investigation to take the following measures：①Personnel selection and training;②Change the concept of service,change from passive to active services;③Carry out healthy education; （~）Optimize outpatient service leading medicine serving technological process,improve the quality of service guiding the patient.Results：After the improvement outpatient service leads the medicine grade of service, besides provides convenient service measure one item not to have the significance change,other each item of patient＇s degree of satisfaction has the distinct enhancement（p〈0.05）.Condusion：The above measure effectively improved the quality of service guiding the patient,But also waits for in the convenient service measure aspect further consummation.