二次调查患者满意度 促进医院服务质量改进

Two Investigations on Patient Satisfaction to Promote Hospital Service Quality Improvement

目的了解医院服务中影响患者满意度的因素,为提高医院服务质量提供依据。方法科室和第三方对出院患者两次电话回访。结果科室调查不满意患者47例,第三方对之二次回访,不满意患者仍有28例。不满意因素有服务态度、医疗效果和医护沟通。结论通过分析两次调查患者不满意的原因,提出科室应选择合适回访时机,提高医护人员沟通能力、操作能力和主动服务意识,提高护理人员职业发展理念、改善其服务态度,关注延续护理等措施,以不断改进医院服务质量。

（）bjective To investigate the factors affecting patient satisfaction in hospital services, and to provide evidence for hospital service quality improvement. Methods The department and the third party used telephone and in terview methods for survey among discharged patients. Results In the investigation by the department, 47 patients were not dissatisfied, and in the second interview by the third party, 28 patients were still dissatisfied. The factors on dissatisfaction included service attitude, medical effects and healthcare communication. Conclusion By analyzing the reasons of dissatisfaction through the two surveys, it was suggested that the department should choose the appropriate time for interview, improve the communication ability, operation ability and active service consciousness of the medical staff, improve the nursing career development concept, improve the service attitude, pay attention to the continuous care, in order to continuously improve the quality o{ hospital services.