摘要
为了研究医院病人满意程度,提高医院管理水平,特别是提高医院质量管理水平,更好地为病人服务。作者根据国内、外顾客满意度调查方法,结合我国医院实际情况,设计了适合我国医院的“等级刻度满意”调查表。此表可以具体的反映病人的感受,使医院质量标准由符合技术标准转为符合病人需求,符合医疗水平市场需求。
In order to conduct research on the satisfaction degrees of hospital patients, improve the managerial level of the hospital, particularly the level of quality management, and deliver better services to patients, the author has designed a satisfaction questionnaire with an 11-grade scale in light of domestic and foreign methods for investigating customer satisfaction degrees and in line with the actual situation in Chinese hospitals. The experience of a patient can be clearly seen through the questionnaire, which makes it possible for the hospital to judge its service quality in accordance with the needs of patients and the medical market rather than just technical standards.
出处
《中华医院管理杂志》
2003年第6期370-372,共3页
Chinese Journal of Hospital Administration
关键词
病人
满意度
医院管理
质量管理
调查方法
Hospital patient/Satisfaction degree
Investigation method
Research
