试述提高病人满意度的对策措施

Measures to improve patient satisfaction

病人满意度是社会及病人对医院提供的医疗服务质量公信度的客观评价和衡量标准,是平安医院、和谐医院建设的基础。如今,"看病贵、看病难"已成为全社会关注的热点问题,也是病人不满意的主要原因。同时,医疗质量安全事故、社会舆论导向及医疗风险给医务人员形成了无形的心理压力。医院布局和就医流程也不够人性化。这是由于认识差距、教育失误、管理不作为、执行制度不力等原因引起的。为此,要通过加强医德医风教育,加强制度建设,加强对外服务窗口建设,加强医院硬件建设等措施,强化医院管理,达到提高病人满意度的目的。

Patient satisfaction is an objective evaluation and measurement standards of public confidence on hospital quality of services provided by social and medical patients,bases of safe,harmonious hospital building.Now,＂expensive and difficult medical care＂ have become a hot issue in society,also is the main reason for patient dissatisfaction.Meanwhile,health care incidents,social and medical risk to the public opinion have formed invisible psychological pressure on the medical staff.Hospital layout and medical procedures is not humanity enough.The reasons are the knowledge gap,education failure,ineffective management and implementation of the system.So,we should strengthen medical ethics education,the system construction,the service window construction and hardware construction,and hospital management,to improve patient satisfaction.