摘要
目的 探索建立科学的医院门诊病人满意度测评体系。方法 采用专家经验法,通过数据统计分析,确定影响门诊病人满意度的主要因素并测算其各自权重,设计、建立门诊病人满意度的调查问卷及计算公式。结果所构建的测评体系包括8项二级指标、28项三级指标、94项四级指标以及每项指标的权重,将据此设计的调查问卷结果代入计算公式,则获得门诊病人满意度数据。结论 以现代管理科学理论建立的门诊病人满意度评估体系可以科学、客观、全面地反映病人对医疗服务的真实满意程度。
Objective To evaluate the patients' satisfaction degree quantitatively, a complete and scientific assessment system of outpatients' satisfaction will be established. Methods With the experts ' experience in hospital administration area, the take - up of every factor that affects outpatients' satisfaction was identified. After that, statistic software was used to analyze the collected date and evaluate the significance of every factor. Results Depending on these date, a questionnaire and methods for outpatients ' satisfaction investigation was created, and the mathematic pattern was set up to calculate the outpatients' satisfaction index. Conclusion Assessment system of outpatients' satisfaction can show the true extent of outpatients' satisfaction to our medical service objectively and comprehensively.
出处
《上海第二医科大学学报》
CSCD
2003年第B10期107-109,共3页
Acta Universitatis Medicinalis Secondae Shanghai
