医院满意度综合测评体系的建立及实施分析

Establishment of Comprehensive Appraisal System of Hospital Satisfactory Degree and the Analysis on Its Implementation

目的:对医院各科室的满意度进行测评,着力提升医院服务品质。方法:通过文献回顾、专家咨询等方法制定测评方案,设计问卷调查表,分别对患者及院内工作人员进行问卷调查。结果:通过每月的问卷调查获得各科室满意度,并与绩效挂钩;及时反馈意见和建议,为改善医疗服务提供依据。结论:建立的医院综合满意度测评体系覆盖医院所有科室,对进一步提高服务质量,全面提升医院的服务意识及管理能力起到积极的推动作用。

Objective： To evaluate satisfactory degrees with all hospital departments and focus on the improvement in hospital service quality. Methods： The authors make evaluation programs with literature review and expert consultation, design questionnaire and make questionnaire investigation on patients and staff members. Results： They got the results of the questionnaire on each depanent and connected it with performance, timely feedback and suggestions, which provides the base for improving medical service. Conclusion： The evaluation system for comprehensive satisfactory degrees with the hospital covers all the departments, which vigorously promotes the further improvement in service quality, service aware ness and management ability in the hospital.