基于JCI标准的门诊患者非技术质量服务满意度调查

Investigation of outpatients＇ degree of satisfaction with the non-technical quality service based on JCI

目的调查门诊患者对非技术质量服务的满意度情况，为改进医院门诊服务提供依据。方法选取1200例门诊患者为研究对象，采用自行设计的问卷对其进行问卷调查，统计患者对服务态度、服务流程、告知服务、保护隐私及环境的满意度并进行分析。结果共收回问卷1083份。问卷项目应答率为94．32％。预约人员及医生服务态度的满意度达到90％以上，其余7个岗位人员均低于90％。其中就诊医生的满意度最高为95．6％，挂号缴费人员满意度最低为80．6％；患者对各流程的等候时间满意度均低于80％，最低的是等候取药时间为50．9％；患者对药师告知服务的满意度最高为94％，对护士告知服务满意度最低为90．2％；患者对医生保护隐私的满意度最高为95．3％，对检查科室人员保护隐私的满意度最低为86．3％；患者对医院门诊环境安全的满意度最高为88．4％，对环境卫生的满意度最低仅71．2％；患者对不同工作人员服务态度、告知服务、隐私保护及不同服务流程的满意度差异有统计学意义（x2分别为13156．84，3005．25，6828．696，4957．269，3110．284；P均〈0．05）。结论患者的感受及满意程度是医院改善非技术质量服务的重要依据，医院应最大限度满足患者合理化需求，不断努力提高医院整体医疗服务质量。

Objective To investigate and analyze the outpatients＇ degree of satisfaction with the non- technical quality service and provide the basis for improving service quality for outpatients. Methods Self- designed questionnaires were completed according to some ideas and requirements of Joint Commission International standard （JCI）, to make the random questionnaire survey and analysis for the 1200 outpatients of triple A hospital （three levels of first-class hospitals） in Guangdong province from January to July, 2011. Results Total of 1 083 questionnaires were withdrawn,and response rate of questionnaire items was 94.32%. Satisfaction of booking persons and doctors reached above 90%, including seven post staffs less than 90%. The highest satisfaction rate was 95.6% of medical admissions and the lowest was 80.6% of registration staff; waiting time of each process satisfaction degree was less than 80% , the lowest was 50.9% in waiting medicine; pharmacist service was 94%, and 90.2% of nursing service; Privacy protection of doctor was 95.3% and privacy protection of inspection staff was 86.3% ; environment facilities was 88.4% and the health and safety was 71.2% ; there were statistically significant differences in the attitude of different staff, inform service, privacy protection and service process （X2 = 13 156. 84, 3 005.25, 6 828. 696, 4 957. 269, 3 110. 284, respectively; P 〈 0. 05 ）. Conclusions The improvement suggestions should be put forward for the non- teehnical quality service of which the satisfaction degree is low.