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目的利用患者满意度调查信息完善医院管理工作,构建和谐医患关系,通过沟通提高患者满意度。方法针对某院2013年1月-2014年6月,20 508份住院患者满意度调查问卷的结果进行统计分析。结果住院患者满意度调查涉及医患沟通的3个项目,分别为医师治疗方案的解释、医师履行告知义务、出院后康复治疗。调查数据显示医患沟通3项均非常满意的46 997例,占76.39%;满意13 207例,占21.47%;一般1232例,占2%;不满意87例,占0.14%;很不满意1例。结论应加强医师对治疗方案的解释,履行告知项目内容应更加明确,康复方法需讲解细致。加强医患沟通,能够提高患者满意度。
Objective To improve the hospital management by using the information of patient satisfaction survey to build a harmonious relationship between doctors and patients and improve patient satisfaction through communication. Methods A total of 20 508 in-patient satisfaction questionnaires from January 2013 to June 2014 in a hospital were analyzed statistically. Results The in-patient satisfaction survey involved three items of doctor-patient communication, which were the explanations of the physician’s treatment plan, the physician’s obligation of informing and the rehabilitation after discharge. Survey data show that the communication between doctors and patients are three very satisfied with 46 997 cases, accounting for 76.39%; satisfaction 13 207 cases, accounting for 21.47%; generally 1232 cases, accounting for 2%; 87 cases were unsatisfied, accounting for 0.14%; very dissatisfied with 1 example. Conclusion Physicians should strengthen the explanation of the treatment plan. The content of the notification should be more clear and the rehabilitation methods should be explained carefully. Strengthen communication between doctors and patients to improve patient satisfaction.