门诊服务满意度及诊疗预付费制度认知的研究——杭州市城市居民300例调查结果分析

Study on Satisfaction Degree with Outpatient Service and Recognition of Prepayment System for Diagnosis and Treatment

目的调查了解杭州市居民对于医院门诊服务的满意度及对诊疗预付费制度的认知。方法随机选取300名社区居民以匿名方式开展问卷调查,对获得资料进行分析研究。结果城市居民对医院门诊服务满意度普遍不高;不同级别医疗机构的满意度存在差别;居民对诊疗预付费制度了解不够,但愿意尝试。结论医疗机构应采取措施改进服务流程、改善服务态度;要加强对诊疗预付费制度的宣传,分步实施。

Objective：To investigate and learn about the satisfaction degree of the residents in Hangzhou City with outpatient service of hospitals and the cognition of pre-payment system for diagnosis and treatment.Methods：The authors made anonymous questionnaire survey on 300 community residents,analyzed and studied the obtained materials.Results：The satisfaction degree of the residents with outpatient service of hospitals is generally not high;there are differences between satisfaction degrees with medical institutions at different levels;and the residents don＇t know much about pre-payment system for diagnosis and treatment but they want to have a try.Conclusion：The medical institutions should take measures to improve service process,service attitude,enhance the publicity of pre-payment system for diagnosis and treatment and implement it step by step.