CAJ | 학술논문

目的：运用TOPSIS法对某市综合医院患者满意度调查测评结果进行评价，为医院提高患者满意度提供可靠的依据。方法应用TOPSIS法从患者对医生工作满意度、护理人员工作满意度、医技科室服务满意度、窗口服务满意度、医疗质量和效果满意度、医药收费规范合理满意度、整体环境满意度7个方面对2013年某市（县）8家综合性医院患者满意度调查测评结果进行综合评价。结果评价结果与医院实际情况相符合，在8家综合性医院患者满意度综合评价中，C院最好，A院最差。结论各医院都应加强医护人员沟通技巧；树立医疗服务新理念；以病人为中心，改造医疗服务流程；优化医院整体环境，营造舒心就医感受。
목적：운용TOPSIS법대모시종합의원환자만의도조사측평결과진행평개，위의원제고환자만의도제공가고적의거。방법응용TOPSIS법종환자대의생공작만의도、호리인원공작만의도、의기과실복무만의도、창구복무만의도、의료질량화효과만의도、의약수비규범합리만의도、정체배경만의도7개방면대2013년모시（현）8가종합성의원환자만의도조사측평결과진행종합평개。결과평개결과여의원실제정황상부합，재8가종합성의원환자만의도종합평개중，C원최호，A원최차。결론각의원도응가강의호인원구통기교；수립의료복무신이념；이병인위중심，개조의료복무류정；우화의원정체배경，영조서심취의감수。
Objective To evaluate the results of the patients′satisfaction of one city′s comprehensive hospitals using TOPSIS method, so as to provide the basis for improving patients′satisfaction.Methods By using TOPSIS method to evaluate the result of patients′satisfaction of one city′s hospitals from the aspects of satisfaction to doctors、nurses、medical departments、quality of medical care, et al.Results The evaluation results was in accord with the fact, the best hospital was C, the worst was A in the results of eight hospitals′scores.Conclusion Measures of strengthening the construction of medical ethics of medical personnel, improving doctor-patient communication skills,renewing an idea,establishing the new concept of health services should be taken.Taking the patient as the center ,reforming of medical service flow and optimizing the overall environment of the hospital were helpful to create a comfortable feeling.