患者家属对医疗服务质量满意度调查的现状与思考——基于高等医药院校人才实训的角度

Current situation and thinking of medical service quality satisfaction survey of patients＇ family members --based on training of talents in higher medical colleges and universities

目的以高等医药院校人才实训的角度，更好地了解患者家属的需求，寻求改善医护质量和提高患者家属满意度的方法。方法采用问卷形式进行现状调查，并将调查结果进一步统计，结合相关文献进行分析与思考。结果绝大多数被调查者都认为家属与医护人员之间有交流的需求。除此之外，近半数患者家属希望将病人生命希望放在关注度的首位，并最希望在现有的医疗手段下，使病人得到最好的治疗。结论患者家属对护理、临床药学服务的期望以及对医疗服务质量的满意与否不仅能影响医院存在的价值，同时也是影响医院核心竞争力的关键因素之一。让医药类高等院校的学生更多地服务于临床，能在一定程度上弥补当前医疗服务存在的不足。

Objective To better understand the needs of patients＇ family members and to seek ways to improve the quality of care and improve the satisfaction of patients＇ family members with the perspective of talent training in higher medical institutions. Methods The status quo was investigated by questionnaires, the results were further analyzed, and the relevant literatures were analyzed and considered. Results Most respondents believed that there was a need for communication between family members and medical staff. In addition, nearly half of the patients＇ family members hoped to put the patients＇ lives on the top of the attention and get the best treatment under the existing medical treatment. Conclusions The expectation to nursing and clinical pharmacy services and the satisfaction to medical service quality of patients＇ family members not only affect the hospitals＇ value but also the hospitals＇ core competitive power. That the students of higher medical institutions having more clinical service can make up the deficiency of current medical service.