基于门诊患者满意度调查的医疗服务改善

Research on Medical Service Improvement Based on Satisfaction Survey of Outpatients

目的:通过南京市某综合性三甲医院门诊患者满意度测评分析,为进一步改善医院医疗服务质量提供决策依据。方法:选取2016年第一季度和2017年第一季度在医院门诊就诊的部分患者,采用方便抽样的方法对1000位患者进行现场问卷调查。结果:(1)与2016年第一季度比较,2017年第一季度门诊患者总体满意度提高了10.4%;(2)两个季度的门诊患者在等待时间、服务态度、治疗过程、总体满意度方面的比较,差异具有统计学意义(P <0.05)。结论:整体来看,开展门诊患者满意度调查及分析对医院改善医疗服务质量具有显著成效。

Objective:To provide decision-making basis for improving the quality of hospital medical service through the evaluation and analysis of outpatients’satisfaction in a TertiaryLevel A Hospital in Nanjing.Methods:We chosen some patients that were seeing a doctor in hospital in the first quarter of 2016 and 2017.A field questionnaire survey was conducted for 1000 patients by means of convenient sampling.Results:(1)Compared with the first quarter of 2016,the overall satisfaction of outpatients was increased 10.4%in the first quarter of 2017(.2)There was a statistically significant difference between outpatients’satisfaction in waiting time,service attitude,treatment process and overall satisfaction in two quarter(P<0.05).Conclusion:As a whole,the investigation and analysis of outpatients’satisfaction made remarkable effect on improving the quality of medical service.