摘要
目的:通过实际调查,探明公立医院在提高医疗服务质量方面取得的实效和存在的问题,寻找相应的对策。方法:围绕医院医生的诊疗过程、护士的护理过程和患者的就医流程,设计病人满意度调查问卷,在广州市6家公立医院展开调查。结果:本次调查具有较好的可信度,门诊病人、住院病人以及不同个体属性的病人具有不同的满意度。结论:广州市公立医院医疗服务质量改革取得了一定成效,但是一些医生轻视病人的主诉、过于强调自身的权威性,一些医院的护理水平有待提高、护理工作缺乏及时性。建议:转变观念,提高医疗服务质量意识;加强与病人的沟通,开展人性化服务;发挥医院管理层职能,监督和协助医护人员工作。
Objectives Through field survey, to learn about the achievements from which state-owned hospitals try to improve the quality of medical service and find out some problems, and to seek countermeasures. Methods Surrounding the diagnosis and treatment procedure , nursing.procedure and patients＇ visiting procedure, we designed the questionnaire about patients＇ satisfaction and conducted the investigation in 6 state-owned hospitals in Guangzhou. Results The reliability of survey is high. The satisfactions of outpatients, inpatients and other patients with different characteristics are different. Conclusions The reform of quality of medical service in state-owned hospitals in Guangzhou has gained some achievements. However, some physicians ignore patients＇ complaints and over emphasize on their own authorities. The quality of nursing needs improvement and there is no activity for nursing work. Suggestions Changing cognition to improve consciousness of medical service quality ; strengthening communication with patients to carry out humanism service ; making full use of functions of hospital management level to supervise and assist physicians and nurse to work.
出处
《中国卫生事业管理》
2008年第3期160-163,共4页
Chinese Health Service Management
基金
广州市社会科学发展"十五"规划课题(编号:YC9-4)
关键词
公立医院
医疗服务质量
病人满意度
问卷调查
State - owned hospital
Quality of medical service Patients＇ satisfaction
Questionnaire survey
