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目的通过分析2004年-2011年间住院病人满意度的调查结果,了解患者对医疗服务的意见,提出改进建议。方法采用面对面的交谈和发问卷调查的方法,调查50400位住院患者及家属,调查内容涵盖医护技术、服务质量、医患沟通、工作效率、病情知晓、健康宣教、后勤保障、病区环境等多方面。结果收回调查问卷49812张;回收率99.8%;临床科室、护理单元的满意度,从2004年的88.2.%、87.7%,上升至2011年的98.2%、98.0%,医技、机关、职能科室的满意度从2004年的87.7%、88.2%、88.2%升至2011年的98.2%、96.9%、96.5%,后勤保障服务满意度从2004年的76.8%、上升到92.1%。满意度呈逐年上升趋势。结论开展病人满意度调查,有利于促进医患和谐,改进服务态度,提高医疗服务质量。
OBJECTIVE: To analyze the results of in-patient satisfaction survey from 2004 to 2011, to understand patients’ opinions on medical services and to make suggestions for improvement. Methods A total of 50,400 hospitalized patients and their relatives were surveyed through face-to-face conversations and questionnaires. The survey included medical technology, service quality, doctor-patient communication, work efficiency, patient awareness, health education, logistics support and ward environment aspect. Results 49812 questionnaires were retrieved and the recovery rate was 99.8%. The satisfaction of clinical departments and nursing units rose from 88.2% and 87.7% in 2004 to 98.2% and 98.0% in 2011 respectively. The rates of satisfaction of medical departments, departments and functional departments Satisfaction rose from 87.7%, 88.2% and 88.2% in 2004 to 98.2%, 96.9% and 96.5% in 2011 respectively. The satisfaction degree of logistic support service increased from 76.8% in 2004 to 92.1%. Satisfaction is increasing year by year. Conclusion The investigation of patient satisfaction is conducive to promoting harmony between doctors and patients, improving service attitude and improving medical service quality.