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目的全面真实了解病人对医院医疗护理等方面的意见、建议,不断提高满意度及医护质量。方法每天由专职人员随机向当天出院患者,了解患者对医院医护人员的服务质量满意度。结果共抽查8671人次,满意率由90.3%上升到93.9%,经统计,反映较多的问题主要是治疗费用高、病房卫生差、静脉穿刺技术不高、医务人员服务态度差。结论患者满意度调查是完善医院质量管理,持续提高医疗服务质量以及构建和谐医患关系,创建医院文化品牌的一种方法,长期坚持对出院患者进行满意度调查,可确保医疗质量的不断提高。
Objective To comprehensively and truly understand the patient’s views and suggestions on hospital medical care and other aspects, and continuously improve the degree of satisfaction and quality of care. Methods Every day, full-time staff were randomly discharged to the same day to understand the patients’ satisfaction with the quality of service provided by hospital staff. Results A total of 8671 people were randomly selected and the satisfaction rate increased from 90.3% to 93.9%. According to the statistics, more problems were mainly reflected in the high cost of treatment, poor sanitation, poor venipuncture skills and poor service attitude of medical personnel. Conclusions The patient satisfaction survey is a way to improve hospital quality management, continuously improve the quality of medical services, build a harmonious relationship between doctors and patients, and create a hospital culture brand. Satisfaction surveys of patients discharged from the hospital for a long time can ensure the continuous improvement of medical quality.