大型公立医院门诊患者满意度调查方式改革实践

Reformation of Surveys on the Satisfaction of Outpatients in Large Public Hospitals

目的探索研究电子问卷调查方式在门诊患者满意度调查中的优势,为提升满意度调查工作提供参考借鉴。方法分别采用纸质问卷与电子问卷,各随机选取750例门诊患者进行满意度调查,比较其满意度结果与患者意见收集情况。结果经检验结果显示,两种调查方式在满意度结果与收集患者意见方面的差异均有统计学意义(P<0.01)。结论相较于纸质问卷,电子问卷调查方式具有结果真实性更高、能更有效的收集患者意见、效率高、成本低以及可进行个性化设置的优势。在电子问卷开发初期,应注意提供友好的程序界面、梳理操作流程,并提出调查报告的需求方案。今后的满意度调查工作,应朝着数据来源广、信息化水平高、结果针对性强的方向持续改进。

Objective In order to provide reference for improving the satisfaction survey work, we explore the advantages of the electronic questionnaire survey in the patients＇ satisfaction. Methods Investigate the satisfaction of 750 patients ran-domly selected, using paper questionnaires and the e-questionnaires respectively, and compare the results collected. Re-sults The differences resulting from test results of two types of surveys in the satisfaction and collection of outpatients ＇ opinions were statistically significant （P〈0.01）. Conclusion Comparing with paper questionnaires, electronic questionnaires have better authenticity in results and can collect outpatients＇ opinions more effectively, as well as higher efficiency, lower cost and personalized settings. At the beginning of the e-questionnaire designing, attention should be paid to providing friendly program interface, carding process, and demanding surveys scheme will be put forward. In the future, investing in satisfaction should be improved to wider data sources, higher level in information and better contribution.