关于门诊患者满意度的研究——以XX中医院为例.docVIP

关于门诊患者满意度的研究 —以厦门市中医院为例 摘要：[目的] 从实践的角度探索患者在医院门诊就诊过程中所重视的服务内容和具体要求，并将调查结果作为改善门诊医疗服务质量的依据，从而提高患者对医院门诊服务的满意度。[方法] 通过随机抽样的方法，对2011年12月来厦门市中医院就诊的门诊患者发放《厦门市中医院门诊患者满意度调查表》。[成果] 发放调查表100份，回收100份，有效率100%，绝大多数病人对厦门市中医院的门诊服务是满意的。[结论] 通过调查显示，影响患者满意度的因素主要有门诊候诊等候时间、服务态度、各项费用、投诉通道的便利性、就医环境。针对这些影响因素提出相应对策，即强化医务人员的服务理念、简化服务流程、控制费用、优化就医环境、投诉通道的便利等，从而提高患者满意度，最终提高医院的综合竞争力。 关键词：门诊患者，医疗服务质量，满意度 Study on the satisfaction of outpationts - taking Chinese medicine hospital in xiamen city as an example Abstract: [objective] to the point of view of patients from practice to explore in the hospital clinic in the process of the service content of the attention and the specific requirements, and the survey as to improve the quality of outpatient service medical treatment service basis, so as to improve the patients to hospital outpatient service satisfaction. [method] through the random sampling method, the December 2011 to xiamen hospital clinic of clinic patients issue xiamen hospital clinic patients satisfaction questionnaire . [result] issuing questionnaires of 100, the recovery of 100, the recovery is 100%, and the vast majority of xiamen hospital patients of outpatient services is satisfied. [conclusion] through the survey, the influence of patient satisfaction are the major factors for outpatient clinics waiting time, services, fees, the convenience of complaint channels, medical environment. According to these influence factors put forward corresponding countermeasures, which improved medical personnel service concept, simplified service process, cost control, optimizing the medical environment, the convenience of complaints such as channel, so as to improve the patient satisfaction, eventually improve the comprehensive competitiveness of hospital. Keywords: outpatients , quality of medical services, satisfaction degree 目录 摘要： 4 1．患者满意度的概念及意义 6 1.1患者满意度的概念 6 1.2患者满意度在医院建设中的重要性 6 1.2.1患者满意度是反映医疗服务质量的重要渠道 6 1.2.2患者满意度是人性化服务在医疗服务质量中的体现 6 1.2.3患者满意度