住院患者就医期望值调研及对策思考

Investigation and countermeasures on the expectation of hospitalized patients

目的了解海南省三甲医院住院患者就医期望,及时发现医疗服务中的缺陷,为加强医院管理提供参考。方法采用问卷调查法对海南某医学院第一附属医院的422名住院患者进行调查。结果住院患者的期望按其就医需求的重要程度由高到低依次为:医疗质量(44.3%)、服务态度(21.1%)、医院环境(11.8%)、医疗信息(11.6%)和合理收费(11.1%)。结论医院应根据患者的需求提高医疗质量,从给患者提供人性化的服务入手,改善住院环境,及时与患者沟通,告知相关信息;同时合理收费,将有利于构建和谐的医患关系。

Objective To understand the medical expectation of hospitalized patients in the third grade hospital of Hainan Province, and to find out the defects in the medical service in time. Methods A questionnaire survey was conducted among 422 inpatients in the First Affiliated Hospital of Hainan medical college. Results The hospitalized patients＇ demands for medical treatment by their important degrees were ranked in descending order： medical quality （44.3%）, service attitude （21.1%）, hospital environment （11.8%）, medical information （11.6%） and reasonable charge （11.1%）. Conclusion According to the needs of patients, the harmonious doctor-patient relationship can be built by providing personalized services, by improving the quality of the hospital, by modifying the hospital environment, by communicating and informing timely.