摘要
目的:了解该院门诊患者满意度评价现状,找到影响患者满意度的关键因素,进而发现医疗服务管理中的薄弱环节,为下一步改善医疗服务,提高患者满意度提供指导。方法:选择2018年11—12月门诊219名患者作为调查对象,采用描述统计和多元线性回归对数据进行分析。结果:患者满意度平均为(88.72±15.63)%;挂号人员服务态度和取药等候时间是患者最为关注、满意度低的两个维度。结论:医院要依托信息技术,优化诊疗流程,提升患者就医体验,推动医疗服务高质量发展。
Objective:To understand the outpatient satisfaction and medical experience,find out the key factors affecting outpatient satisfaction,which in turn leads to find weaknesses in medical service management,and propose strategies for improving medical service.Methods:219 outpatients who visited the hospital from November to December in 2018 were selected;using the analysis of de scriptive statistics and multivariate regression.Results:The overall satisfaction rate of outpatients was(88.72±15.63)%;service win dow staff attitude and waiting time for the dispensing window were most concerned by patients but low satisfaction.Conclusion:Hospital should use technology to optimizes the treatment process,promote medical service,improve patient medical experience,and boosts the medical service improving with high quality.
作者
高天昊
孔璇
程春娣
王静
Gao Tianhao;Kong Xuan;Cheng Chundi;Wang jing(MORALS Office,Medical services,Nanjing Drum Tower Hospital Affiliated to Nanjing University Medical School,No.321 Zhong Shan Road,Nanjing,Jiangsu,210008)
出处
《江苏卫生事业管理》
2020年第3期364-367,共4页
Jiangsu Health System Management
基金
江苏现代医院管理研究中心医院管理研究课题(YSL-1-2018-012)。
关键词
门诊
患者满意度
医患关系
outpatients
patient satisfaction evaluation
doctor-patient relationship
