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目的对高校门诊部医疗服务的现状进行调查分析,并提出改进建议。方法在前人研究的基础上,结合深度访谈,编制医疗服务质量和顾客满意度调查问卷,并采用等距整群抽样方法对在校学生的意见进行调查分析。结果学生对学校门诊部医疗服务不太满意,其中医疗服务有效性对学生满意度影响最大、响应性次之;最难解决的医疗服务收费和医疗设备条件却得到了学生的认可。结论为了改变门诊部医疗服务工作的被动局面,必须提高医务人员专业技术水平,从制度上激发医务人员的工作积极性,做好与学生之间的沟通工作。
Objective To investigate and analyze the current situation of medical service in outpatient department of university and put forward suggestions for improvement. Methods Based on the previous studies and in-depth interviews, questionnaires of medical service quality and customer satisfaction were prepared, and the opinions of students in the schools were investigated by using the cluster sampling method. Results The students were not satisfied with the medical service in the outpatient department of the school. The effectiveness of the medical service had the greatest impact on the students’ satisfaction and the second was the response. The most difficult medical service charges and the medical equipment were recognized by the students. Conclusion In order to change the passive situation of outpatient medical service, we must improve the professional skills of medical staff, stimulate the enthusiasm of medical staff systematically, and make good communication with students.