基于人文视角下的口腔医院门诊患者满意度分析及提升策略研究

Outpatient satisfaction analysis and promotion strategy research in a stomatological hospital from a humanistic perspective

目的:探讨基于人文视角下提升口腔医院门诊患者满意度策略。方法:采用文献分析、问卷调研、走访调研等方法对某口腔医院2019年以来采取的人文关怀策略及门诊患者满意度、投诉事件、进行分析。结果:口腔医院门诊患者整体满意度评价较高,主要在就诊流程、医疗质量、医护服务态度三方面存在不满意和投诉情况。结论:口腔医院应该主要从建设“人·医院建筑·各层次环境”高度和谐的医院环境、基于“互联网+人文精神”背景下优化口腔门诊就医流程,提升医护人员人文素养等方面改善患者就医体验和满意度。

Objective:by analyzing outpatient satisfaction in a stomatological hospital,the paper aims to discuss promotion strategies from the perspective of humanities.Methods:literature analysis,questionnaire survey,investigational study and other methods are used to analyze outpatient satisfaction,complaint events,and strategies in the stomatology hospital since 2019.Results:the overall satisfaction evaluation of outpatients in the stomatologicalhospital is relatively high,and dissatisfaction and complaints mainly occur in three aspects,namely treatment process,medical quality,and medical service attitude.Conclusion:Dental hospitals should improve patient experience and satisfaction mainly from three aspects:building a highly harmonious hospital environment of"people-hospital building-environment at all levels",optimizing the dental outpatient process based on the background of"Internet+humanistic spirit",and improving the humanistic quality of medical and nursing staff.