摘要
目的了解该院门诊文化现状,探讨从文化视角改善门诊服务满意度。方法随机抽取门诊患者、患者家属、医务人员各100名,从制度文化、物质文化、行为文化、精神文化四个维度进行问卷调查。结果调查显示,患者及患者家属对于门诊服务总体满意度较高,医务人员相对偏低;不同人群总体满意度与不同文化元素的相关性不同;不同人群对于制度文化满意度、物质文化满意度、整体服务满意差异有统计学意义(P<0.05),对于行为文化满意度、精神文化满意度方面差异无统计学意义(P>0.05)。结论针对不同人群所反映的不同文化元素进行分析研究,逐步实现门诊精细化管理,切实提高该院门诊服务满意度。
Objective To understand the current status of outpatient culture in the hospital and explore the improvement of outpatient service satisfaction from a cultural perspective.Methods A total of 100 outpatients,patient family members,and medical staff were randomly selected.Questionnaire surveys were conducted from four dimensions:system culture,material culture,behavior culture,and spiritual culture.Results The survey showed that patients and their families had higher overall satisfaction with outpatient services,and medical staff was relatively low;the overall satisfaction of different populations had different correlations with different cultural elements;the satisfaction of different populations with institutional and material culture had statistically significant difference in overall service satisfaction(P<0.05),and there was no statistically significant difference in behavioral cultural satisfaction and spiritual and cultural satisfaction(P>0.05).Conclusion Analyze and research different cultural elements reflected by different populations,gradually achieve refined outpatient management,and effectively improve the satisfaction of outpatient services in the hospital.
作者
孙城
吉爱军
孙敏
陈娟
杨德仁
康铮
周宋汇
SUN Cheng;JI Ai-jun;SUN Min;CHEN Juan;YANG De-ren;KANG Zheng;ZHOU Song-hui(Jiangsu Cancer Hospital,Jiangsu Cancer Prevention and Research Institute,Affiliated Cancer Hospital of Nanjing Medical University,Nanjing,Jiangsu Province,210000 China)
出处
《中国卫生产业》
2020年第13期97-100,共4页
China Health Industry
基金
江苏省肿瘤医院文化建设课题(DWK201706)。
关键词
门诊文化
服务满意度
精细化管理
Outpatient culture
Service satisfaction
Refined management
