北京某三甲医院住院患者第三方满意度调查分析

A Survey on degree of third-party satisfaction of inpatients in a top-three hospital in Beijing

目的客观评价医院住院患者对医疗服务及医院各科室的满意度,旨在对住院流程环节与医院内涵品质情况进行分析,为提高医疗服务质量、改善患者就医体验提供可靠依据。方法委托第三方调查服务机构对驻京某三甲医院住院患者按比例随机抽取,进行自愿、不记名测评、移动终端自助式答题、测评结果自动存储并上传至云平台的无扰式数据采集方法,将采集数据进行分析。结果2018年5月~7月期住院患者第三方满意度测评,共计48个科室、1608人,住院医疗内在质量指数均值88.41,高于北京同类医院“医满意”平均医疗内在质量指数(83.16);住院患者满意率均值:97.21%,同类型医院比较:高于同城“医满意”系统内同类型医院住院患者满意率的平均水平(约89.10%)。结论通过第三方满意度测评能够客观了解医院住院流程环节的合理性和真实效率,从而提升医院住院患者就医体验,提高医疗服务质量。

Objective To objectively evaluate the degree of satisfaction of inpatients to medical services and various departments in hospital,in order to analyze hospitalization process and hospital connotation quality,so as to provide reliable basis for improving the quality of medical services and patients’medical experience.Methods A third party survey service agency was commissioned to randomly select in proportion the inpatients in a top-three hospital in Beijing,conduct voluntary and anonymous evaluation,answer self-service questions on mobile terminals,and automatically store and upload the evaluation results to cloud platform without disturbance for data collection.The collected data was analyzed.Results From May 2018 to July 2018,a total of 48 departments and 1608 patients were evaluated for the degree of their third-party satisfaction.The mean index of internal quality of hospital medical treatment was 88.41,which was higher than the average internal quality index of“medical satisfaction”system of similar hospitals in Beijing(83.16).The mean value of inpatient satisfaction rate was 97.21%,which was higher compared with the average inpatient satisfaction rate(about 89.10%)in similar hospitals in“medical satisfaction”system the same city.Conclusion The rationality and real efficiency of hospitalization process can be objectively understand through third-party satisfaction evaluation,so as inpatients’medical experience is improved and quality of medical services is promoted.