摘要
目的 了解门诊患者满意度的关键驱动因素,为医院提高服务质量提供依据.方法 对北京市19家市属医院门诊患者发放满意度调查问卷,使用重要性矩阵分析方法,明确患者满意度的关键驱动因素.结果 北京市19家市属医院在“医生耐心询问病情”“工作人员有礼貌”“医生诊疗水平”“沟通交流顺利”4个条目具备优势;处于劣势的是“就诊等候时间”.结论 整体来讲,“就诊等候时间”对门诊患者满意度影响相对较大,但患者满意度评价又相对较低,是门诊患者满意度的关键驱动因素,在今后的改进中需要加以重点关注.
Objective To learn key drivers for outpatients satisfaction for support of better care of quality of the hospital.Methods Outpatients satisfaction questionnaires were distributed at 19 municipal hospitals' outpatient department,and the importance matrix analysis method was used to identify key factors for outpatients satisfaction.Results These hospitals were found advantageous in such items as doctors' patience,medical staffs' politeness,doctors' medical competence,and communication capability;and disadvantageous in outpatient waiting time.Conclusions Clinical waiting time proves a significant factor on outpatient satisfaction,which is the key driver to be focused on in the future.
出处
《中华医院管理杂志》
北大核心
2016年第8期578-581,共4页
Chinese Journal of Hospital Administration
关键词
门诊
患者满意度
重要性矩阵分析
关键驱动因素
影响
Outpatient service
Patients' satisfaction
Importance matrix analysis
Key drivers
Impact
