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患者满意度是评价医院绩效的核心指标之一。但目前的患者满意度评价主要基于存在显著系统误差的患者问卷调查结果而进行,并不能真正反映医院所提供的医疗服务水平。文章提出的众数医生、连诊率、连诊长度和复诊率等关键业绩指标,实现了不依赖调查数据对患者满意度的间接评价,为医院患者满意度的评价提供了一个新的思路。
Patient satisfaction is one of the core indicators of hospital performance evaluation. However, the current patient satisfaction assessment is mainly based on the questionnaire survey of patients with significant systematic errors, which can not really reflect the level of medical services provided by hospitals. The key performance indicators such as the number of doctors, the rate of referral, the length of consultation and the rate of referral were put forward in the article, which realized the indirect evaluation of patient satisfaction independently of the survey data and provided a new idea for the evaluation of patient satisfaction.