利用缺口分析理论调查住院患者满意度的实证研究

Empirical Studies of In-patients Satisfaction Based on Gap Analysis

目的探讨缺口分析理论在住院患者满意度调查中的作用,为日后提高医院服务质量提供理论依据。方法根据缺口分析理论设计住院患者满意度调查问卷,使用该问卷对北京市某三级甲等综合性医院844例住院患者或家属进行调查,并对调查结果进行缺口分析,了解患者对就医住院过程中各方面的评价及应重点改进的方面。结果调查结果显示,该院住院患者的平均满意度得分为9.06分,患者对医院诊疗技术满意度较高。通过缺口分析发现,"出院服务"维度缺口较大,需引起医院管理者重视。结论利用缺口分析理论可以有效评估患者满意度和缺口,能为医院改善患者就诊体验提供具有针对性改进意见和依据。

Objective To investigate the role of gap analysis in the survey of satisfaction degree of in-patients,so as to provide theoretical evidence for improving quality of hospital services.Methods A survey was conducted on 844 in-patients or their family members in a tertiary level class A hospital in Beijing with the questionnaire designed according to the gap analysis theory,then statistical description and Friedman M test were performed on the results of the survey so as to learn about the appraisal of every aspect during the process of in-hospitalization and the aspects that need more focus to be improved. Results The average score of satisfaction degree was 9.06 in that hospital. Patients were satisfied with the medical skills. By Gap Analysis,Check-out Service was with the largest gap which should draw hospital manager＇s attention.Conclusion Gap Analysis could effectively evaluate satisfactory degree by patients and service gaps,which can provide suggestions for improvement of hospital management and patient＇s feeling.