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目的 2011年1月-2014年6月对湖北省荆州市妇幼保健院708例出院患者进行满意度调查,分析、汇总患者对该院医疗服务的意见,提出改进建议。方法采用电话访谈方式,调查840位患者及患者家属,调查涵盖医疗技术、服务质量、医患沟通、工作效率、后勤保障等方面内容。结果调查成功对象708人,占调查对象84.3%。对保健院满意度从2011年的86.1%上升至2014年6月的97.2%,满意度呈逐年上升趋势。同时调查对象基本满意和不满意的地方主要集中后勤保障(占32.8%)和服务态度及医患沟通(占23.4%)方面。结论通过开展出院患者满意度调查,针对出现的问题,加强院内后勤管理、提高医疗服务质量、从而提高患者满意度,构建和谐医患关系。
Objective To investigate the satisfaction of 708 discharged patients in Maternal and Child Health Hospital of Jingzhou City, Hubei Province from January 2011 to June 2014. Analyze and summarize the patients’ opinions about the medical service of the hospital and put forward suggestions for improvement. Methods By phone interview, 840 patients and their families were investigated. The survey covered the contents of medical technology, service quality, doctor-patient communication, work efficiency and logistics support. Results 708 people successfully surveyed, accounting for 84.3% of the respondents. Satisfaction with hospitals increased from 86.1% in 2011 to 97.2% in June 2014, and the satisfaction level showed a year-by-year upward trend. At the same time, the subjects who were basically satisfied and dissatisfied with the survey mainly focused on logistic support (32.8%), service attitude and communication between doctors and patients (23.4%). Conclusions Through the investigation of satisfaction of discharged patients, in order to solve the problems, we should strengthen the hospital logistic management and improve the quality of medical services so as to improve patient satisfaction and build a harmonious relationship between doctors and patients.