论文部分内容阅读
目的了解门诊部在职职工的满意度情况,为增进医院整体服务质量提出依据与对策。方法采用自制调查问卷《门诊部职工满意度调查问卷》,以不记名问卷调查形式,对2015年1月门诊部210名在职职工进行满意度调查。结果共发放问卷210份,收回174份,有效回收率82.8%。门诊部职工总体满意度较高(85.43%),其中对关心和培养方面的满意度最高(88.66%),而对保护与保障方面的满意度最低(79.08%)。结论针对职工提出的意见,建议医院管理者合理改善工作环境和工作强度,优化绩效收入,关注职工心理健康,保障职工人身安全,提高职工满意度,从而提升医院整体服务质量。
Objective To understand the satisfaction of in-service staff in outpatient department and to provide the basis and countermeasures for improving the overall service quality of the hospital. Methods A self-made questionnaire, Outpatient Department Satisfaction Questionnaire, was used to conduct an unsatisfied survey of 210 active staff in outpatient department in January 2015 by means of anonymous questionnaire. Results A total of 210 questionnaires were sent out, recover 174 copies, the effective recovery rate of 82.8%. Out-patient workers were generally more satisfied (85.43%), with the highest satisfaction (88.66%) for care and training and the lowest for protection and security (79.08%). Conclusion Based on the opinions of the staff and workers, it is suggested that hospital managers should improve the working environment and work intensity, optimize the performance income, pay attention to the psychological health of staff and workers, protect the safety of staff and workers and enhance the satisfaction of staff, so as to improve the overall service quality of the hospital.