基于微信公众号的住院患者满意度调查方法探讨

Exploration of Survey Methods for Inpatient Satisfaction Using Wechat

目的基于医院微信公众号平台,探索住院患者微信满意度调查方法,评价应用效果,为住院患者满意度调查提供新途径。方法住院患者在医院微信公众号上查询费用清单、查询医技检查预约时间时进行满意度调查。结果使用7个月共调查5016人,满意77.1%,较满意15.8%,一般6.1%,不满意1.0%,结果明显低于医院问卷调查结果,与第三方满意度调查结果相近;参加微信满意度调查患者与同期住院患者年龄、性别、付费类型吻合无明显偏倚。结论住院患者微信满意度调查操作方便、结果可靠,是一种科学、合理与高效的住院患者满意度测评方法。

Objective To explore and evaluate satisfaction survey methods using We Chat public account in order to provide a new way to investigate satisfaction in hospitalized patients. Methods Hospitalized patients in our hospital can check their list of fees and medical examination appointment via We Chat public account. We investigated their satisfaction at the same time. Results A total of 5016 patients participated in the satisfaction survey during seven months. The overall satisfied,generally satisfied,general and unsatisfied rate was 77.1%,15.8%,6.1% and 1.0% respectively. The satisfaction rate was significantly lower than the hospital survey results,but similar to third party results. Participants in We Chat satisfaction survey was similar to hospital survey participants in age,sex and type of payment. Conclusion Using Wechat to investigate satisfaction in hospitalized patients is easy to operate and the results are reliable. Thus it is a scientific,reasonable and effective method.