住院病人的满意度调查分析.pdfVIP

252 2000 4 16 4 Chin J Hosp Admin,Ap 2000, Vol 16, No. 4 唐智柳 董恒进 陈英耀 吕军 应向华 , 2 ( 42 ) , 500% 569% , 551% 628% ; 515% 706% 9 19% , 933% 825% 743% 833% 680% , , ; ; An investigation into hospitalized patients ratio of satisfaction TANG Zhiliu, DONGHengj in, CH EN Yingy ao, et al. Dep artment of H osp ital Administration, Shanghai Medi al University , Shanghai 200032, China Abstract Obj ective To find out hospitalized patients atio of satisfaction towa ds docto s, nu ses and the medical envi onment . Methods An investigation was made th ough unifo m questionnai es and two bedside inqui ies of each investigated patient, with an inte val of 42 days and the decla ation that the investigato s did not ep esent the hospital whe e the patient was being hospitalized. Results The atio of satisfaction towa ds the se vice attitude and quality of docto s and nu ses was espectively 50 . 0% v. 56. 9% and 55. 1% v . 62. 8% , and the atio of satisfaction towa ds the envi onment was 51. 5% . The atio of satisfaction of patients f om Shanghai was 70. 6% while that of pa tients f om outside Shanghai was 91. 9% . The atio of satisfaction of patients who had eceived no, p ima y school, junio middle school, senio middle school, o college education was espectively 93. 3% , 82. 5% , 74 . 3% , 83. 3% and 68. 0% . Conclusion The atio of satisfaction towa ds the se vice quality of docto s and nu ses is highe than that towa ds the medical envi onment, and the atio of satisfaction of patients f om outside Shanghai is highe than that of patients f om Shanghai. T he atio of satisfaction is also closely elated to patientslevel of education. Key Words Patient; Ratio of satisfaction; Investigation , [ 1] , , , [ 2] 1998 9~ 10 , ,