摘要
目的对肿瘤专科医院住院患者住院服务体验和满意进行监测及分析,为医疗服务质量持续改进提供依据。方法参考北京大学医学部住院患者体验和满意监测工具,结合本院设施和服务情况,设计肿瘤专科医院患者住院服务体验和满意监测调查表,包括住院患者总体满意度、总体服务指数、次级指数共69题选择题及2题开放型问答题。用邮寄信函问卷方式对1000例出院患者进行调查。结果回收有效问卷363份,住院患者的总体满意度平均(86±17.80)分,总体服务指数及各项次级服务指数结论为好。结论患者住院服务体验和满意监测能反映医院服务质量,是持续改进的基础。
Objective To monitor and analyze service experience and satisfaction of inpatients in cancer hospital in order to provide evidence for continuous improvement of medical service quality. Method Refering to the experience and satisfaction monitoring instrument of Medical College of Peking University, design the questionnaire on service experience and satisfaction of inpatients in cancer hospital combined with facilities and service situation of this hospital, including overall satisfaction of inpatients, overall service index, 69 choice questions on secondary index and 2 open questions. Investigate 1000 discharged patients by sending mails. Result 363 valid questionnaires are received. The average score of inpatients＇ overall satisfaction level is （86±17.80）. The conclusions of overall service index and each secondary service indexes is good. Conclusion Surveillance satisfaction of inpatients is the bases of continuous improvement of medical service quality.
出处
《护理与康复》
2009年第12期999-1000,共2页
Journal of Nursing and Rehabilitation
基金
浙江省康恩贝医院管理软科学研究项目
计划编号:2007AZHA-KEB323
关键词
住院患者
服务体验
满意
监测
Inpatients Service experience Satisfaction Monitoring
