摘要
以患者为中心的理念要求我们关注患者的就医体验,很多医疗机构都积极开展了患者满意度调查。由于医疗本身的专业性,并不是医疗服务的所有方面都适合由患者评价,因此对于患者满意度的内容一直还存在争议。同时,传统的邮寄问卷、电话调查或现场访谈等方法,需耗费大量人力、物力和财力,限制了调查的规模,对抽样环节的要求极高。本文在系统梳理患者满意度相关理论的基础上,探讨综合运用互联网和移动技术调查患者满意度,并给出计算患者满意度的模型与方法,旨在为众多医院持续改进服务提供依据,为各级政府加强行业监管提供支撑。
The ＂patient-centered＂ concept requires us to focus more on patient satisfaction. Therefore, many medical institutions are actively carrying out patient satisfaction surveys. Because of the professional nature of medical services, not all aspects are suitable for evaluation by patients. There has been controversy over the content of patient satisfaction. And traditional method（paper questionnaire） needs to spend a lot of human, material and financial resources. Based on systematically analyzing the theory of patient satisfaction, this paper discusses the new design of measuring satisfaction by Internet and mobile technology, and gives the models and methods of calculating patient satisfaction. The purpose of this article is to provide a basis for the hospital to continuously improve its services and to provide support to the government in stepping up its supervision over the industry.
出处
《中国卫生信息管理杂志》
2017年第6期817-821,849,共6页
Chinese Journal of Health Informatics and Management
基金
公立医院现代管理制度构建研究(项目编号:2017YJHZD07)
关键词
患者满意度
测量分析
互联网技术
大数据
Patient satisfaction, Measurement analysis, Internet technology, Big data
