CAJ | 학술논문

综合医院住院部的医疗服务质量与住院患者满意度直接相关，是医院管理绩效的重要影响因素。对杭州市某三甲医院住院部患者和家属进行抽样访谈，得出患者的服务需求及其重要度评分。采用质量功能展开方法，得到质量改进要素及其优先级数值，据此提出住院部服务质量改进的重点为建立患者评价制度、合理安排各类体检、改善住院环境及优化部门布局。
종합의원주원부적의료복무질량여주원환자만의도직접상관，시의원관리적효적중요영향인소。대항주시모삼갑의원주원부환자화가속진행추양방담，득출환자적복무수구급기중요도평분。채용질량공능전개방법，득도질량개진요소급기우선급수치，거차제출주원부복무질량개진적중점위건립환자평개제도、합리안배각류체검、개선주원배경급우화부문포국。
The quality of healthcare service in inpatient departments of general hospitals is directly correlated with the satisfaction of the patients and it is an important influential factor of hospital performance. Based on interviews with sampled inpatients and their family members in a general hospital in Hangzhou, the service needs were collected and was graded as to their importance. Quality function deployment method was used to extract the quality improvement factors and the importance degree, based on which we found the most significant service improvement measures are the establishment of patient evaluation system, the reasonable arrangements of physical examinations, the inpatient environment improvement and rational distribution of the different departments.