医院社会满意度测评体系探讨与实践研究(英文)

An Exploratory and Practice on Evaluation System of Social Satisfaction on Hospital

目的:探讨医院社会满意度测评体系,进行社会满意度调查,为医院提升社会满意度提出建议。方法:采用医院探索的社会满意度测评体系,进行医院社会满意度调查。结果:医院社会满意度测评体系包括定量测评和定性测评。调查结果显示门诊患者中对办卡、挂号、缴费服务的满意度(3.95)、住院患者住院费用知晓度(3.87)、患者医疗费用(4.27)的满意度较低。定性评价满意度较低的主要有医患沟通和医生服务态度。结论:医院社会满意度测评体系能够比较系统地反映医院存在的问题。医院的总体社会满意度处在较高的水平,但针对医患沟通、基本服务态度等问题需要引起医院管理者的重视。

Objective： To investigate the evaluation system of social satisfaction on hospital, which reflects social expectations, and enhance the social satisfaction through survey. Methods： The satisfaction was studied by using the evaluation system of social satisfaction explored by hospitals. Results ： The evaluation system consists of two aspects quantitative evaluation and qualitative evaluation. The results of quantitative evaluation show that the satisfaction of applying for a card, registration 3.95 guiding services 4.12 awareness of hospitalization expenses 3.87 and medical departments services 4.39 hospitalization expenses for discharged patients 4.37 medical treatment environment 4.41 were at lower levels; the doctor-patient communication and service attitude were lower than others in qualitative evaluation of satisfaction. Conclusion： Social Satisfaction Evaluation System can systematically reflect the problems existing in the hospital. We can find the problems in hospitals. Now the overall social satisfaction on hospitals is in a high level .But the administrators should give more attention to the oroblems of doctor-oatient communication, basic service attitude and so on.