552名门诊患者的调查分析

Investigation into and analysis of 552 outpatients

目的 为了了解患者的需求 ,更好地实现以病人为中心 ,提高服务满意度。方法 随机抽取门诊患者 5 5 2名进行患者选择就诊医院的影响因素和门诊患者的候诊需求等问卷调查。结果 影响患者选择就诊医院的主要因素有医疗技术水平、对医生的信任度等。患者希望得到和改进的候诊服务有健康知识宣传、随时通报就诊进展、专家医师的介绍 ,增设看病流程提示标识等。结论 提高医疗水平和医务人员整体素质、强化服务意识、规范医疗行为等是医院搞好以病人为中心服务的重要举措。

Objective To find out about patients needs, better deliver patient oriented care, and enhance patients satisfaction towards the service. Methods An investigation by questionnaire was made into 552 randomly selected outpatients with regard to the factors influencing patients selection of hospitals when seeking medical service and the needs of outpatients when waiting to see the doctors. Results Among the major factors influencing patients selection of hospitals when seeking medical service are the medical expertise of doctors and patients confidence in them. Spread of knowledge about health, constant notice to patients waiting of how things are going, introduction to specialists, and provision of signs indicating the service process are areas of service that patients waiting to see the doctors hope to get or see improved. Conclusion Enhancing the medical expertise and the overall quality of the medical staff, intensifying the awareness of quality service and standardizing medical behavior are among the major steps that hospitals can take to deliver patient oriented service.