摘要
目的:了解住院患者对医院的服务满意程度,为医院提高服务质量提供参考意见。方法:采用随机抽样的方法,用自行设计的半封闭式问卷对某院200名出院患者进行信函式调查。结果:回收有效问卷164份,有效回收率82%。患者对环境设施评分最高(8.46),而医疗费用(5.51)和诊疗流程(7.73)得分最低,与患者的期望值有较大差距。结论:医院应加强费用管理,优化诊疗流程。
Objective： To know about the satisfaction degree of inpatients on medical service and provide some ad- vice on how to improve hospital service quality. Methods： Two hundred inpatients sampled randomly were investi-gated by self-designed half close questionnaire. Results： 164 effective questionnaires had been received. The satisfaction degree of environment and equipment were the highest, while the medical expenditure and service process were the lowest. And there was great differences in the patients＇expectations. Conclusion： The hospital should strengthen the cost management and adjust the medical service process.
出处
《解放军医院管理杂志》
2008年第8期747-749,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
满意度
调查
分析
satisfaction degree
survey
analysis
