从门诊病人满意度调查低分人群分布看到的问题

DISTRIBUTION OF THE POPULATION GIVING LOW SCORE IN OUTPATIENT SATISFACTION SURVEY

目的通过对门诊病人的满意度调查，特别是对满意度低分人群的分布状况分析，了解不同人群对医院服务的不同感受，从中分析不同人群的就医需求，为改善门诊服务管理，为患者提供更全面的服务提供客观依据。方法采用自行设计的调查问卷对2014年4～6月来我院门诊就诊的患者及陪同家属随机发放1100份问卷调查。结果年轻患者人群及高学历患者人群对医院门诊服务的满意度低，在满意度低分人群中占主要组成部分。结论现在的年轻人较老一辈人更有条件接受更高的文化教育，大多属于高学历患者，他们对医疗服务有更高的要求，医疗机构和医护工作者必须转变观念，探索新的服务模式，以满足代表当今社会主流人群的服务需求，才能有效构建和谐的医患关系。

Objective To improve the outpatient service management and provide more comprehensive serv- ice for patients by analyzing the outpatient satisfaction survey, especially the distribution of the population with low satisfaction, realizing different feelings of different people toward hospital services, and finally analyzing the medical demand of different populations. Methods A self - designed questionnaire was randomly distributed to the outpa- tients and their accompanying family members from April 2014 to June 2014. A total of 1 100 questionnaires were sent out. Results Young patients and patients with high education had low satisfaction, taking up the major propor- tion in the population with low satisfactory. Conclusion Compared with the older, the young has more opportunity to accept high education. Most of patients are high - educated, having higher demands on medical service. So the medi- cal institutions and medical staff must explore a new service mode to satisfy the service demand of the main group in today~ society and to build a harmonious doctor- patient relationship.