患者满意度影响因素的第三方调查

Third-party Survey of Factors Affecting Patient Satisfaction

目的分析影响第三方满意度调查结果的原因并逐步改进,提高患者满意度。方法由专业的第三方评价机构对出院患者进行电话回访,拟出分析报告,由医疗机构相关负责人通过电话回访录音结合分析报告,汇总分析影响出院患者满意度的原因,并从多方面进行持续改进。结果与结论在第三方满意度调查中,出院患者满意度的高低与医院服务质量,就医环境,调查者的素质和责任心,调查时机,患者的个性、素质、需要、期望,以及对服务缺陷的认知水平和耐受性均有关系。

Objective To analyze third-party satisfaction survey results so as to gradually improve patient satisfaction.Methods Discharged patients were surveyed by professional third-party assessment bodies by means of telephone visit and analysis reports were prepared.Heads of medical institutions analyzed the factors affecting patient satisfaction based on the recorded telephone interviews and analysis reports and then improvements were made accordingly.Results and Conclusion In the third-party satisfaction survey, patient satisfaction with the hospital is related to the quality of hospital service, environment, surveys of quality and responsibility, investigation time, patient personality, quality, needs, expectations and service level of cognitive defects and toleration of both relationships.