摘要
目的了解患者及其家属对医疗服务的不满意因素,提出有针对性的改进措施。方法采用质性研究的现象学分析法,对50名患者及其家属进行深度访谈,访谈提纲包括"您对医护人员的服务态度有何不满意?"、"您在医院住院最不满意的是什么?"、"住院治疗期间,您对医疗费用是否清楚,对所花费的医疗费用的合理性满意吗?"等。结果共提炼出9个主题,分别为医疗费用高、服务态度差、医院环境差、医疗技术不高、就医时间长和手续繁琐、治疗效果不理想、满足患者要求不及时、医院管理欠佳、缺乏信任等。结论患者及其家属对医疗服务的不满意因素包含多个层面,应从政府部门、医院管理机构和医护人员自身的角度进行针对性的改进,以提高患者的满意度。
Objective To comprehend the dissatisfied factors of medical service on patients and their fami lies ,and to propose the targeted improvement measures. Methods Using the phenomenological analysis of qualitative study,in-depth interviews were conducted on 50 patients and their families concerning the inter- view outline of a sieres of questions such as ＂what the attitude of medical staff you are not satisfied with？＂,＂What are you most dissatisfied with in the hospital ＂and ＂During hospitalization,are you clear of the medical expenses or do you think the medical expenses reasonable and satisfactory？＂. Results This re search proposed nine themes,including high medical costs,poor service attitude,poor hospital physical en vironment, low medical technology, long waiting time, formalities tedious ; unsatisfactory treatment resuh ; untimely meeting patients requirements, poor hospital management and lack of satisfied factors of medical service on patients and their families exist in mutip targeted improvements from the view points of the government departments, medical staff to improve patient satisfaction. trust. Conclusion The dis le levels,which calls for the hospital administration andmedical staff to improve patient satisfaction.
出处
《解放军护理杂志》
2011年第23期8-10,17,共4页
Nursing Journal of Chinese People's Liberation Army
关键词
患者
医疗服务
不满意
因素
质性研究
patient
medical service
dissatisfaction
factor
qualitative study
