深圳市某医院门诊患者满意度调查分析

Survey on Satisfying Degree of Outpatients in Hospital in Shenzhen

目的分析门诊患者对医院门诊医疗服务的满意度,为改进医院服务提供科学依据。方法采用分层随机抽样方法抽取深圳市某所医院的门诊患者进行问卷调查,对调查项目的满意度情况进行描述性统计分析。结果患者对门诊医疗服务总体满意度为83.74分,推荐度为71.3%。患者对医务人员的满意度依次为超声人员80.8%,护士79.7%,医生78.9%,导医75.3%,检验人员77.1%,药房人员72.9%,保安72.7%,收费员63.4%。患者对诊治过程的满意度依次为尊重患者隐私81%,技术水平77.5%,聆听病情75.8%,解释说明74.4%,导诊服务73.8%。患者对医院候诊时间满意度依次为放射检查72.7%,门诊输液63.7%,药房取药67%,化验检查67.9%,挂号收费40.3%,专家候诊41.7%,超声检查30.2%。结论门诊患者对该院门诊服务总体评价较高,尤其在医(技)护人员服务态度、医疗技术水平、诊治过程方面得到较高的满意评分。但在洗手间卫生、后勤人员服务态度、候诊时间方面满意度还有待提高。

Objective To analysis the satisfying degree of outpatients to medical service,and provide scientific evidence to improve the medical service.Methods Outpatients in a hospital in Shenzhen were selected by stratified random sampling to carry out a questionnaire survey,the data were analyzed by descriptive statistical method.Results The overall score for satisfying degree of the outpatients to medical service was 83.74.The recommendation degree was 71.3%.The satisfying degree of the outpatients to medical personnel was 80.8% for doctors of ultrasonic detection,79.7% for nurse,78.9% for doctor,75.3% for guidance nurse,77.1% for laboratory personnel,72.9% for pharmacy personnel,72.7% for security personnel and 63.4% for charge collectors.The satisfying degree of the outpatients for diagnosing process was 81% for paying attention to patient privacy,77.5% for professional level,75.8% for listening patients complain,74.4% for explaining,73.8% for guidance serves.The satisfying degree of the outpatients in waiting was 72.7% for X-ray examination,63.7% for outpatient transfusion,67% for pharmacy service,67.9% for laboratory examination,40.3% for registration and charge,41.7% for waiting to see a doctor and 30.2% for ultrasound examination.Conclusion The outpatients were highly satisfied with the outpatient medical service,especially on medical staff＇s attitude,medical professional level and diagnosing process,but the improvement on toilet＇s sanitation,waiting time and logistic staffs attitude should be made.