基于管理改进视角的医院患者满意度测评研究

Research on Patient Satisfaction Measurement Based on the Perspective of Hospital Management Improvement

患者满意度测评对于提升医疗服务质量、减少医患纠纷、构建和谐医患关系具有重要意义,因此,患者满意度测评在医院管理当中得到了广泛的应用。满意度测评具有宏观与微观两个不同的层面,从医院管理的角度来讲,微观层面的患者满意度测评具有重要意义。文章基于医院管理改进的视角,从测评体系的构建、测评方法的选择、测评结果的应用等方面对患者满意度测评进行了探讨,研究结果有助于医疗机构患者满意度测评的开展与实施。

Patient satisfaction measurement is one of the popular hospital management tools owing to its remarkable contribution in medical service quality improvement, reducing medical disputes and construction of harmonious doctor- patient relationship. Research on customer satisfaction measurement can be grouped as two categories： macroscopic view and microscopic view. The latter is meaningful for hospital in terms of hospital management. Based on hospital management improvement, the patient satisfaction measurement is represented from measurement system building, measurement method selection and other aspects. The research findings are helpful to the patient satisfaction measure- ment research and implementation.