中华现代护理杂志
中華現代護理雜誌
중화현대호리잡지
CHINESE JOURNAL OF MODERN NURSING
2012年
4期
407-410
,共4页
徐蕊%孙丽%林爱娟%杨柳琴
徐蕊%孫麗%林愛娟%楊柳琴
서예%손려%림애연%양류금
门诊医疗%卫生保健质量%JCI标准%满意度
門診醫療%衛生保健質量%JCI標準%滿意度
문진의료%위생보건질량%JCI표준%만의도
Outpatient health services%Quality of health care%Joint Commission International standard (JCI)%Satisfaction
目的 调查门诊患者对非技术质量服务的满意度情况,为改进医院门诊服务提供依据.方法 选取1 200例门诊患者为研究对象,采用自行设计的问卷对其进行问卷调查,统计患者对服务态度、服务流程、告知服务、保护隐私及环境的满意度并进行分析.结果 共收回问卷1 083份.问卷项目应答率为94.32％.预约人员及医生服务态度的满意度达到90％以上,其余7个岗位人员均低于90％.其中就诊医生的满意度最高为95.6％,挂号缴费人员满意度最低为80.6％；患者对各流程的等候时间满意度均低于80％,最低的是等候取药时间为50.9％；患者对药师告知服务的满意度最高为94％,对护士告知服务满意度最低为90.2％；患者对医生保护隐私的满意度最高为95.3％,对检查科室人员保护隐私的满意度最低为86.3％；患者对医院门诊环境安全的满意度最高为88.4％,对环境卫生的满意度最低仅71.2％；患者对不同工作人员服务态度、告知服务、隐私保护及不同服务流程的满意度差异有统计学意义(x2分别为13 156.84,3 005.25,6 828.696,4 957.269,3 110.284;P均＜0.05).结论 患者的感受及满意程度是医院改善非技术质量服务的重要依据,医院应最大限度满足患者合理化需求,不断努力提高医院整体医疗服务质量.
目的 調查門診患者對非技術質量服務的滿意度情況,為改進醫院門診服務提供依據.方法 選取1 200例門診患者為研究對象,採用自行設計的問捲對其進行問捲調查,統計患者對服務態度、服務流程、告知服務、保護隱私及環境的滿意度併進行分析.結果 共收迴問捲1 083份.問捲項目應答率為94.32％.預約人員及醫生服務態度的滿意度達到90％以上,其餘7箇崗位人員均低于90％.其中就診醫生的滿意度最高為95.6％,掛號繳費人員滿意度最低為80.6％；患者對各流程的等候時間滿意度均低于80％,最低的是等候取藥時間為50.9％；患者對藥師告知服務的滿意度最高為94％,對護士告知服務滿意度最低為90.2％；患者對醫生保護隱私的滿意度最高為95.3％,對檢查科室人員保護隱私的滿意度最低為86.3％；患者對醫院門診環境安全的滿意度最高為88.4％,對環境衛生的滿意度最低僅71.2％；患者對不同工作人員服務態度、告知服務、隱私保護及不同服務流程的滿意度差異有統計學意義(x2分彆為13 156.84,3 005.25,6 828.696,4 957.269,3 110.284;P均＜0.05).結論 患者的感受及滿意程度是醫院改善非技術質量服務的重要依據,醫院應最大限度滿足患者閤理化需求,不斷努力提高醫院整體醫療服務質量.
목적 조사문진환자대비기술질량복무적만의도정황,위개진의원문진복무제공의거.방법 선취1 200례문진환자위연구대상,채용자행설계적문권대기진행문권조사,통계환자대복무태도、복무류정、고지복무、보호은사급배경적만의도병진행분석.결과 공수회문권1 083빈.문권항목응답솔위94.32％.예약인원급의생복무태도적만의도체도90％이상,기여7개강위인원균저우90％.기중취진의생적만의도최고위95.6％,괘호격비인원만의도최저위80.6％；환자대각류정적등후시간만의도균저우80％,최저적시등후취약시간위50.9％；환자대약사고지복무적만의도최고위94％,대호사고지복무만의도최저위90.2％；환자대의생보호은사적만의도최고위95.3％,대검사과실인원보호은사적만의도최저위86.3％；환자대의원문진배경안전적만의도최고위88.4％,대배경위생적만의도최저부71.2％；환자대불동공작인원복무태도、고지복무、은사보호급불동복무류정적만의도차이유통계학의의(x2분별위13 156.84,3 005.25,6 828.696,4 957.269,3 110.284;P균＜0.05).결론 환자적감수급만의정도시의원개선비기술질량복무적중요의거,의원응최대한도만족환자합이화수구,불단노력제고의원정체의료복무질량.
Objective To investigate and analyze the outpatients' degree of satisfaction with the nontechnical quality service and provide the basis for improving service quality for outpatients.Methods Selfdesigned questionnaires were completed according to some ideas and requirements of Joint Commission International standard (JCI),to make the random questionnaire survey and analysis for the 1200 outpatients of triple A hospital (three levels of first-class hospitals) in Guangdong province from January to July,2011.Results Total of 1 083 questionnaires were withdrawn,and response rate of questionnaire items was 94.32％.Satisfaction of booking persons and doctors reached above 90％,including seven post staffs less than 90％.The highest satisfaction rate was 95.6％ of medical admissions and the lowest was 80.6％ of registration staff; waiting time of each process satisfaction degree was less than 80％,the lowest was 50.9％ in waiting medicine; pharmacist service was 94％,and 90.2％ of nursing service; Privacy protection of doctor was 95.3％ and privacy protection of inspection staff was 86.3％ ; environment facilities was 88.4％ and the health and safety was 71.2％ ; there were statistically significant differences in the attitude of different staff,inform service,privacy protection and service process (x2 =13 156.84,3 005.25,6 828.696,4 957.269,3 110.284,respectively; P ＜ 0.05 ).Conclusions The improvement suggestions should be put forward for the nontechnical quality service of which the satisfaction degree is low.
