摘要
病人是医疗服务的消费者和利益相关者。消费者参与医疗服务质量管理既是他们的基本权利,也是改善服务质量和组织绩效的重要途径。满意度监测是收集消费者反馈的主要方法,也是管理者和提供者与病人和社区建立沟通、合作的有效措施。文章探讨了病人满意度研究在国际上和在澳洲的进展,并提出改善我国满意度调查研究的建议。
As consumers and stakeholders, patient involving in health quality management is either their fundamental right or strategy of performance improvement. Patient satisfaction monitoring is important method of patient feedback, while it link managers, providers, patients and communities as effective partnership of achieving high quality and outcome. In this article, authors explored patient satisfaction study in Australia and implications for Chinese managers.
出处
《中国卫生质量管理》
2006年第4期8-11,共4页
Chinese Health Quality Management
关键词
澳大利亚
病人满意度
监测
进展
Australia
patient satisfaction
monitoring
development
