绵阳市人民医院儿科开展“三好一满意”活动满意度调查研究

Survey Research on Patient Satisfaction during the “Three Good,One Satisfaction” in Department of Pediatrics of Mianyang People's Hospital

目的了解患儿家属对绵阳市人民医院儿科满意度及医疗质量的评价。方法采用问卷法,对开展"三好一满意"活动前的2010年6月～2011年5月的患者满意度及医疗纠纷、医疗投诉、医疗事故发生率进行回顾性统计处理,与开展"三好一满意"活动后的2011年6月～2012年5月作对比。结果开展"三好一满意"活动后的患者满意度明显高于开展之前,并且医疗纠纷、投诉,医疗事故发生率也明显降低。结论开展学习"三好一满意"活动能够显著提高该院儿科医疗质量,使医疗纠纷、投诉,医疗事故发生率明显下降,使患者满意度大幅提高。

Objective ：To investigate the satisfaction degree of patients＇families and the assessment on the serv- ice of the department of pediatrics. Methods： The questionnaires were used, the patient satisfaction and medical disputes, medical complaints, medical negligence rate in June, 2010 to May, 2011 before the activity were retro- spectively statistical processed, and compared with which after the activity in June, 2011 to May, 2012. Results： After the activity, the patient satisfaction was obviously higher than before, and the medical dispute, complaints, medical accident rate also significantly decreased. Conclusion：The activity of ＂Three Good, One Satisfaction＂ can significantly improve the medical quality in department of pediatrics, and make the medical dispute, complaints, medical negligence rate decrease obviously, also make the patient satisfaction increase.