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医院内进行的患者满意度自查,存在着诸多缺陷和问题,不仅问卷设计欠科学、内容和形式相对陈旧,而且虚高的满意度结果与纠纷现状形成鲜明反差,其信度值得反思。年复一年、形式化的自查工作,对医院管理和持续改进缺乏借鉴价值。基于此,改进现行的患者满意度自查方式、引入和完善第三方调查机制,从而获得患者和社会的真实评价,将对医院提升管理实效发挥积极地促进作用。
There are many defects and problems in the self-examination of patient satisfaction in the hospital. Not only the questionnaire design is not scientific, the content and form are relatively obsolete, but the unsatisfactory satisfaction result is in sharp contrast with the status quo of the dispute, and its reliability is worth reflecting on. Year after year, the formal self-examination work lacks reference value for hospital management and continuous improvement. Based on this, improving the existing self-examination methods of patient satisfaction, introducing and perfecting third-party investigation mechanism, so as to obtain the true evaluation of patients and society, will play an active role in promoting the effectiveness of management in hospitals.