基于病人价值链的门诊患者满意度调查

Outpatient Satisfaction Degree Survey based on Patient Value Chain

目的了解门诊患者就诊满意度,找出影响门诊服务质量的关键问题,为进一步提高服务质量提出改进策略。方法选择2017年11—12月来医院门诊就诊的247名患者作为调查对象,进行门诊满意度问卷调查。结果总体满意度得分为90. 67分。就诊等待时间和就诊秩序是门诊患者最为关注、满意度较低的两项条目。结论缩短患者就诊等待时间和提高患者对就诊秩序的满意度是亟待改善的问题;门诊满意度调查可反映门诊服务的薄弱环节,可为提升门诊服务质量提供依据。

Objective： To understand the patient satisfaction degree with outpatient service,find out the key problems affecting the service quality of outpatient,and propose improvement strategies for further improvement in the service quality.Method： 247 patients who visited the outpatient department of the hospital from November to December in 2017 were selected as the subjects for the questionnaire survey of outpatient satisfaction.Result： The overall satisfaction score was 90.67.The waiting time and order of treatment are the two items that are most concerned about by outpatients and the satisfaction degree with them is low.Conclusion：Shortening patients’ waiting time and improving patients’ satisfaction with medical order are the problems that need to be improved.The satisfaction survey of outpatient service can reflect the weak points of outpatient service and provide the basis for the improvement of outpatient service quality.