满意度测评在推进医院“三好一满意”活动中的实施及效果

Satisfaction survey implementation and effectiveness in promoting hospital“three good and one satisfaction”activities

目的：探讨满意度测评在推进医院＂三好一满意＂活动的实施及效果。方法：选取2012年6月~2014年6月两年内1580例门诊及住院患者,分别进行患者满意度测评。结果：2013~2014年度患者满意度高于2012~2013年度,2013~2014年度患者投诉事件发生少于2012~2013年度,且差异具有统计学意义（P〈0.05）。结论：满意度测评能够推进＂三好一满意＂活动的实施,从总体上提高患者就医环境和满意度,保障患者的就医服务质量。

Objective： To investigate satisfaction survey in the implementation and effect of promoting the hospital,＂three good and one satisfaction＂activities. Methods： June 2012- June 2014 within two years,1,580 cases of outpatients and inpatients,were patient satisfaction survey. Results： The patient satisfaction was higher than 2013- 2014 annual year 2012 to 2013,2013 patients with complaints 2014 Year 2012 to 2013 occurred less,and the difference was statistically significant（ P 〈 0. 05）. Conclusion： The satisfaction survey can promote the implementation of the＂three good and one satisfaction＂activities,improve patient satisfaction and medical environment in general,to protect the patient’s medical service quality.