患者满意度影响因素调查

Analysis on Factors Influencing Results of Patient Satisfaction Investigation

目的归纳总结影响患者满意度调查结果的不良因素,探讨改进措施,提高满意度。方法通过满意度问卷的调查,归纳分析影响满意度的因素。结果护理人员干预、患者自身因素、调查问卷设计上存在缺陷、调查人员的素质等不良因素都对患者的客观评价有不同程度的影响。结论采用标准化的调查问卷开展调查,客观选择调查对象和调查时间,消除其他人为干扰,以保证患者满意度调查结果的真实性。

Objective To investigate the negative factors influencing the results of patient satisfaction and explore countermeasures in order to improve the authenticity and objectivity of survey results. Methods Through involving in the design,distribution,recycling and full observation of satisfaction questionnaire,factors influencing the results of patient satisfaction were summarized to explore countermeasures. Results Following negative factors had different impacts on objective evaluation of patients,including nursing intervention,patient＇s own factors,defects in questionnaire design and investigators’ quality,etc. Conclusion It should apply standardized questionnaire as far as possible,conduct survey with trained personnel,objectively select survey subjects and time and eliminate other human disturbances in order to ensure the authenticity of results for patient satisfaction.