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目的:通过对住院患者满意度调查,了解患者对医疗服务质量的期望值,改善患者住院不良体验感,持续提高医疗服务质量。方法:分析采用问卷调查法随机在住院患者中,进行满意度调查的某院2012年-2014年调查表7920份按年份分层次分科别分项目应用统计学分析。结果:满意度调查评价工作作为医院质控管理体系的监控指标之一,对某些环节所起到的督导及监管作用是不可替代的。结论:通过住院患者满意度评价达到持续改进医疗技术、医疗服务质量和组织管理的目的。赢得患者口碑,体现医院公益性,提高医院管理效益。
OBJECTIVE: To investigate the patients ’expectations on the quality of medical service through in-patient satisfaction surveys, to improve the patients’ bad experience in hospital and to continuously improve the quality of medical services. Methods: To analyze the questionnaire survey of randomized inpatients, a satisfaction survey of a hospital 2012-2014 questionnaire 7920 by year, according to the level of sub-sub-project should be applied to statistical analysis. Results: Satisfaction surveys and evaluations, as one of the monitoring indicators of the hospital quality control management system, are irreplaceable for supervising and supervising certain links. Conclusion: The goal of continuous improvement of medical technology, medical service quality and organization and management is achieved through inpatient satisfaction evaluation. To win the patient’s reputation, reflect the hospital public welfare, improve hospital management efficiency.