摘要
目的:了解综合医院门诊患者候诊时的需求及满足情况,为提升服务水平,最大限度地满足患者需求,提高患者满意度提供科学的依据。方法:对某院门诊候诊患者随机发放调查问卷,内容包括本次候诊过程的满意度、候诊时不满意事项、能接受的候诊时间、超过候诊时间预期的行为反应、候诊时最希望得到的服务。结果:61.52%的患者能接受的候诊时间为30分钟,92.04%的患者认为等候时间不能超过60分钟,如超过时间预期首先向分诊护士询问。候诊时患者最希望得到疾病相关知识的咨询服务。候诊满意度为75.46%,最不满意医生不按时开诊、医务人员带人插队。结论:患者候诊时的需求主要是候诊时间控制在60分钟内,候诊过程中应提供疾病相关知识的咨询讲座,分诊护士能耐心解答患者疑问、满足其合理诉求。
Objectives:To learn the demand of outpatient waiting time status in general hospital to give evidence for promoting medical service, maximum meeting patient's requirement and improving patient's satisfaction. Methods:Outpatients were randomly selected to receive a questionnaire which involves outpatient satisfaction, the dissatisfaction factors, the acceptable waiting time, the response when exceeding the acceptable time and wanted most when waiting. Results:61.52%of outpatients' acceptable time is 30 minutes. 92.04%of outpatients could not wait for more than 60 minutes. If the waiting time is beyond expected, they would ask nurses and wanted most for health education. Conclusions:The waiting time was considered to be controlled in 60 minutes. Health education would be carried out and nurses should patiently answer patients’ questions when waiting.
出处
《中国医院》
2013年第11期75-76,共2页
Chinese Hospitals
基金
2009年江西省卫生厅立项课题(20091097)
关键词
门诊患者
候诊需求
outpatient, requirement of waiting time