某三甲医院出院病人医疗服务满意度分析.pdfVIP

E患美蒡‘Yihuanguaxi 伴冒医院置理)冕 巷纂2 ：龟萋2目蟊)姗 星2习 某三甲医院出院病人医疗服务满意度分析 吕世伟 。 付连尚 王杰宁 刘 阳’ 李堂林 储 静 朱晓燕 。 蕾 ■ 黜 分析出院痫人满意度的调查结集．为医院改进医疗眠务质量提供科学依据。序茫 收塞某三级甲等医院 2003年与2004年493份出院病人藩意度谓查回函．采用模糊综合评价法和s56 12软件．对调查项目的满意良进行分析和评 价。结累 两年之间的满意度差别有统计学意义 = l6．POOOI}1)．： 年的总满意度高于2003年，说明针对调查结果进行 的改进揞施取得了成艘。 茁 模糊控制量作为出院病人满意度的评判值是切实可行的．并可依此壹找出医疗服务质量的薄弱 环节加以改进。 关t埘 医院管理 医院服务质量 出院病人 满意度 中田分类号 R197 文献标识码 B 文章嗣号 1001—5329f2005】02一OO53—O3 A Survey and Analysis of Discharged Patients Satisfaction on MedicaI Service／Lv Shiwei．Fu Lianshang． Wang Jiening，et aL Chinese Hospital Management．20D5．25—2 J：53—55 AbstraCt Objectives Te analyze the investigation results of the discharged patients’satisfaction on medicsl Service． 8o as to offer scientific evidence for hospitals to improve their medica J service quailty Methods Collect the questionnaltea sent bv c0rresp0ndence to su rvey the satisfaction of the Inpatients dlscharged frOm the Class A tertiary hospital of the year 2003 and 2004，and adopt fuzzy comprehensIve evaIuation and SAS6 12 softwa re．and analyze and evaIuate the satisfaction degree of3 the investigated ltams Results There le statisticsIly significance di仟erence between the twe years patients’satisfaction towards thed service =14 16．P0．0001)．and the satisfaction degree of the year of 2004 is higher than that of 2003 lt shows that the improvement measures have taken effective since the results of first year su~ey 粤ctm 如n Using fuzzy control value as refefence for ludge the satisfaction degree of the impatients ls practical and 伯asible，and what s more which can help us to detect the weak points ln medicsl service quality and for f【_rEher improvement Key words hospital management，medica