高端医疗服务患者满意度调查分析

ANALYSIS OF SATISFACTION SURVEY IN PATIENTS WITH HIGH-END MEDICAL SERVICES

目的通过实际调查,探明高端医疗服务在实施过程中取得的实效和存在的问题,提出相应的对策建议。方法围绕医院医生的诊疗过程、护士的护理过程和患者的就医流程,设计患者满意度调查问卷,对广东省某医院高端医疗服务病区住院患者进行问卷调查。结果患者对高端医疗服务的总体评价满意度较高,患者最不满意的是关于供餐服务与食品质量,其次是检查费、药费等收费解释,房间及公共区域保洁,检查、治疗安排程序,办理登记、出入院手续。结论高端医疗服务在实施过程中取得了一定的成效,但是后勤保障工作、保洁工作以及护理水平有待提高。进一步提高医疗服务质量意识;加强与患者的沟通,开展人性化服务,发挥医院管理层职能,进而推动高端医疗服务的发展。

Objective To explore the achievement and the existing problems of high - end medical services through practical investigation and put forward corresponding countermeasures and suggestions. Methods Inpatients in a hospital of guangdong province were surveyed by a satisfaction questionnaire which included the process of doctor＇ treatment, nurses＇ care and the work flow. Results Patients were generally satisfied with high - end medical services. They were most unsatisfied with food quality and the feeding service, followed by explanation of inspection and drugs charges, rooms and public areas cleaning, arrangements procedures of examination and treatment, admission and discharge procedures. Conclusion High - end medical services in the implementation process have achieved some results, but logistical and cleaning work and the level of care need to be improved. Recommendation： Improving the quality of health care awareness, enhancing communication with patients, carrying out humanized services and exerting hospital management functions in order to promote the development of high - end medical services.