某口腔诊所就诊患者医疗服务满意度调查与分析

Survey and analysis of satisfaction among 1296 outpatients of a dental clinic

目的了解和评价口腔诊所就诊患者对医疗服务的满意度。方法选择河北省保定市北市区世林口腔诊所作为调查单位,对就诊患者进行现场整群调查,采用"一对一"的调查方式,以即刻答题方式完成问卷。结果不同年龄就诊患者对口腔医疗环境、辅助人员服务态度、口腔医生服务态度、口腔医生医疗质量、口腔医疗费用、口腔医疗设备的满意度差异均无统计学意义(P>0.05);不同性别和不同文化程度就诊患者对医疗费用的满意度以及不同收入水平就诊患者对医疗设备的满意度差异有统计学意义(P<0.05)。结论口腔诊所就诊患者对医疗费用的满意度最低,提示我们要改进医疗费用管理,全面提高就诊患者医疗服务满意度。

Objective To investigate and evaluate satisfaction of oral outpatients in dental clinics. Methods A dental clinic of Banding city was chosen as the investigation site. Cluster survey was used for clinic patients. The ＂one to one＂ investigation way was used to complete the questionnaire in immediate answer way. Results The patients of different ages had similar satisfaction with the medical environment, doctors＂ attitude, medical quality, charge and equipment （P 〉 0.05）. The patients of different gender or education level had different satisfaction with the medical charge, and the patients with different income had defferent satisfaction with the medical equipment （P 〈 0.05）. Conclusion The patients have the lowest satisfaction with the medical charge, suggesting that we should improve the management of medical charge so as to improve clinic patient satisfaction.