广东省某三甲医院门诊满意度测评结果分析

Analysis on outpatient satisfaction evaluation of a class One and grade A hospital in guangdong province

目的通过对门诊就诊患者满意度调查,分析影响门诊满意度的关键问题和重要问题,并提出改善满意度的对策。方法采用问卷方式对门诊患者随机抽样调查,Excel 2007双人核对数据录入,SPSS 20. 0进行统计学处理。结果对各调查条目按满意度高-权重高、满意度高-权重低、满意度低-权重高、满意度低-权重低形成4个象限。处于优势的调查条目:药师、收费员和预约检查的服务态度,门诊提供的便民服务、自助类服务和义工团队的服务;处于劣势的调查条目:等候挂号时间、等候预约检查时间、等候取药时间和等候收费时间。结论整体来讲,门诊的各环节等候时间是医院迫切需要重点改进和优化的条目。

Objective To analyze the key and important problems that affect the satisfaction of outpatients,and put forward countermeasures to improve the satisfaction,through the satisfaction survey of outpatients. Methods Questionnaires were used to conduct a random sampling survey among outpatients. Excel 2007 was used to treat the data and SPSS 20. 0 was statistically used for data process. Results Four quadrants were formed for each survey item according to high satisfaction-high weight,high satisfaction-low weight,low satisfaction-high weight,and low satisfaction-low weight. The more advantageous survey items included service attitude of pharmacists,outpatient cashiers and consultation appointment,convenient services provided by outpatient clinics,self-services and services provided by volunteers;The disadvantaged survey items included waiting time for registration,appointment inspection,medicine collection and charging. Conclusion On the whole,the waiting time of each link of outpatient service is the key item that the hospital urgently needs to improve and optimize.