肿瘤专科医院就诊患者满意度调查分析

Investigation and analysis on patients' satisfaction in a specialist cancer hospital

目的调查肿瘤专科医院就诊患者满意度现状,以期为改善就医环境提供参考依据。方法采用分层随机抽样的方法对浙江省肿瘤医院的240名门诊患者和360名住院患者开展满意度调查。调查内容包含服务质量、服务效率、服务态度、医疗投诉、医院环境及医务人员廉洁6个维度,共21项条目。结果 2017年度浙江省肿瘤医院门诊患者和住院患者满意度评价整体水平良好。门诊患者满意度得分最高的是医生服务态度(92.17±12.88)分,最低的是投诉渠道的便捷性(80.75±5.28)分;住院患者满意度得分最高的条目是入院出院注意事项说明(90.94±12.83)分,最低的是膳食情况(76.02±18.47)分。结论医院管理者应重点加强硬件设施的完善、取单便捷性、膳食改善及咨询与投诉等方面的患者体验,制定有针对性的患者满意度提升方案,改善患者满意度。

Objective To investigate the patients＇ satisfaction in a specialist cancer hospital.Methods A questionnaire based survey w as conducted in 240 outpatients and 360 inpatients selected by stratified random sampling method in the Zhejiang Cancer hospital. The questionnaire assessed 6 dimensions w hich w ere service quality,service efficiency,service attitude,medical complaints,hospital environment and medical personnel integrity,totally 21 items. Results According to the survey,the outpatient and inpatient satisfaction w as in a good level. The highest score of outpatient satisfaction w as（ 92. 17 ± 12. 88） points（ doctors＇ service attitude）,and the low est w as（ 80. 75 ± 5. 28） points（ convenience of complaint channels）. The highest score of inpatient satisfaction w as（ 90. 94 ± 12. 83） points（ admission and discharge）,and the low est w as（ 76. 02 ± 18. 47） points（ food supply in the canteen）. Conclusion The hospital administrators should focus on improving the patient ＇s experience in the aspects of hardw are facilities,convenience,and meals,consultation and complaints,and the formulation of a targeted patient satisfaction improvement scheme to improve patient satisfaction.