住院患者满意度调查分析

Investigation on the Satisfaction of the Inpatients

目的探讨影响住院患者医疗服务满意度的因素并为医院管理者管理医院提供理论依据。方法采用自制的住院患者满意度调查问卷对山西省某二甲医院98例住院患者进行调查。结果 (1)患者对医务人员服务态度、医务人员提供保健知识、医护人员仪表的满意度比较高,而最不满意的是患者对付出的钱与得到的服务的满意程度。(2)患者治疗结果满意程度、医生的操作技术、患者对付出的钱与得到的服务是否感到满意、住院医生的诊疗态度以及护士的仪表对住院患者的满意度有一定的影响,且患者对治疗结果是否满意影响作用最大。结论医院管理者应有效地掌握患者需求的变化,科学评价患者对服务的满意度,持续性地改进服务质量。

Objective To study the effect of medical service satisfaction of inpatients and provide theoretical basis to hospital management. Methods 98 patients were investigated with self-made questionnaire to the satisfaction of inpatients in a second hospital in Shanxi Province. Results （1）Patients for medical personnel service attitude, medical personnel, medical staff providing health care knowledge of the instrument are satisfaction, but the most unsatisfactory is satisfied with the money to pay patients get service satisfaction.（2）Patients treated with satisfactory, the doctor operation technology, pay the money, patients satisfied with the service, hospital doctors and nurses＇ attitude towards the diagnosis of hospital patient satisfaction instruments all have certain influence on the treatment of patients with satisfactory effect and the patients treated with satisfactory is the most obviously effect. Conclusion Some suggestions and countermeasures are puts forward to improve the medical service and the medical service satisfaction.