第三方满意度调查对医疗服务质量的影响研究——以南京市口腔医院为例

The Impact of Third-party Satisfaction Survey on the Medical Service Quality:A Case Study of Nanjing Stomatological Hospital

选取南京市口腔医院2014年4月至11月的369名出院患者为研究对象,通过第三方调查机构电话采访其医疗服务满意度,了解第三方满意度对护理质量的影响。结果表明,开展第三方满意度调查以来,病区护士态度和护士技术的满意度数值结果理想。由此可见,第三方满意度调查对医疗服务质量有促进作用。

Selecting 369 discharged patients of Nanjing Stomatological Hospital from April 2014 to November as research objects,this study investigated their medical service satisfaction through telephone interview conducted by the third-party agency,in order to understand the impact of the third-party satisfaction on the nursing quality. It turned out that the results of satisfaction with nursesattitude and technology was ideal since the third-party satisfaction survey had been carried out. The third- party satisfaction survey had a promoting effect on medical service quality.