患者满意度评价表的比较和应用.pdfVIP

I 一卜 中国急救复苏与灾害医学杂志2013年1月第8卷第1期 · ·49 ·论著· 患者满意度评价表的比较和应用 李爱玲 曹安香 张盟 吕裕霞 谢景红 程莉 赵广宇 卜晓英 【摘要】目的通过患者满意度测评，了解患者对医护人员的满意程度及潜在影响因素，以强化“以患 者为中心”的服务理念,提高医疗质量，更好地为广大患者服务。方法 2004 年~2011 年采用五等级刻度问 卷调查的方法，通过对医院住院患者和出院患者随访、对门诊患者进行抽样调查，经过与国内外多种满意 度评价表的比较论证，积极探索，构建了一整套适合医院发展要求的、具有自身特色的综合患者满意度评 价体系。结果对比2004 年4 月与2011 年4 月患者的满意度,有明显提高。结论通过满意度的应用，充分 证明了医院的满意度整套测评体系在医院管理中，既促进了医疗护理服务质量提高，又获得了良好的社 会效益和经济效益。 【关键词】满意度评价；评价表；比较；应用 Application and comparison to the patient ’s satisfaction evaluation form LI Ai-ling, CAO An-xiang, ZHANG Meng, LV Yu-xia, XIE Jing-hong, CHENG Li, ZHAO Guang-yu, BU Xiao-ying. Department of Quality Control, the General Hospital of the People ’s Armed Police Force, Beijing 100039, China Corresponding author: BU Xiao-ying ，Email: buxiaoying@163.net 【Abstract】Objective To understand patients ’satisfaction levels for the service they received and the 十 factors affecting it through the survey, in order to strengthen the patient oriented concept of service, improve the quality of medical care. Methods A five-grade calibration survey was adopted in between 2004 to 2011, covering in-hospital patients, discharged patients, as well as outpatients. The comparison was made with both domestic and foreign similar survey, and created a full set of general satisfaction evaluation system which fit the hospital ’s development requirements. Results A significant improvement was seen in comparing the patients ’satisfaction level between April 2004 and April 2011. Conclusion Application of the patient satisfaction evaluat