摘要
目的对患者满意度进行调查分析,为持续改进医疗服务质量提供依据。方法采用问卷调查方式,对在北京市医院管理局21家直属医院就诊的患者进行调查。结果患者满意度综合平均得分为85.96分,门诊患者满意度平均得分为83.13分,住院患者满意度平均得分为89.10分。结论患者总体比较满意医院服务质量,相关服务仍需进一步改善。建议优化门诊服务流程,合理解决住院难问题,改善住院环境和后勤保障。
Objective Investigated the patient satisfaction to provide a basis for continuous improvement of medical service quality. Methods Patients from 21 Beijing municipal hospitals were investigated with a designed questionnaire. Results The average score of patient satisfaction, outpatient satisfaction and inpatient satisfaction were 85.96, 83.13, 89.10 respectively. Conclusion In general, patients felt satisfied with hospital service, but further improvement of relevant service was still in need. It is necessary to optimize the outpatient service process, solve narrow access to hospitalization and improve the hospital environment and logistic support.
出处
《医院管理论坛》
2015年第1期28-30,38,共4页
Hospital Management Forum
关键词
医院
患者满意度
门诊
住院
Hospital
, Patient satisfaction
Outpatient
Hospitalization
