CAJ | 학술논문

目的：分析门诊患者满意度，改进医院门诊服务质量。方法采用自行设计的门诊患者满意度问卷对1300例门诊患者进行调查，采用SPSS 13．0软件对数据统计分析。结果门诊患者对就诊环境的满意度为（4．12±0．93）分，对就诊流程的满意度为（3．97±1．00）分，对医疗服务的满意度为（4．07±0．94）分，总体满意度为（4．00±1．00）分。患者不满意的主要原因：门诊科室布局不合理，标识不清；患者候诊环节多，手续烦琐；尤其在就诊高峰期，排队等候时间过长；专家不能按时开诊，专家号太少。门诊患者对预约诊疗相关各项的评价中，在预约途径中到医院诊间预约占45．38％，通过媒体宣传了解预约服务占29．00％，因专家停诊未能来就诊患者占32．00％，认为候诊时间长患者占18．31％，对专家医疗技术不放心患者占10．85％。结论医院应做好医疗资源配置规划，加强医师管理，优化流程，缩短患者候诊时间，提高各个环节服务质量。
목적：분석문진환자만의도，개진의원문진복무질량。방법채용자행설계적문진환자만의도문권대1300례문진환자진행조사，채용SPSS 13．0연건대수거통계분석。결과문진환자대취진배경적만의도위（4．12±0．93）분，대취진류정적만의도위（3．97±1．00）분，대의료복무적만의도위（4．07±0．94）분，총체만의도위（4．00±1．00）분。환자불만의적주요원인：문진과실포국불합리，표식불청；환자후진배절다，수속번쇄；우기재취진고봉기，배대등후시간과장；전가불능안시개진，전가호태소。문진환자대예약진료상관각항적평개중，재예약도경중도의원진간예약점45．38％，통과매체선전료해예약복무점29．00％，인전가정진미능래취진환자점32．00％，인위후진시간장환자점18．31％，대전가의료기술불방심환자점10．85％。결론의원응주호의료자원배치규화，가강의사관리，우화류정，축단환자후진시간，제고각개배절복무질량。
Objective To improve the quality of outpatient service in hospital by analysizing of outpatient satisfaction .Methods 1 300 outpatients were investigated by using a self-designed questionnaire , which was conducted about medical environment , medical procedures , medical service and reservation and other content.Statistical data was analysized with SPSS 13 software.Results The hospital outpatient satisfaction was (4.00 ±1.00), in which the degree of satisfaction on the environment was (4.12 ±0.93), the visits process was (3.97 ±1.00),the service was (4.07 ±0.94).The main cause of patients were not satisfied: outpatient department layout was unreasonable , logo was not clear; more patients waiting link , cumbersome procedures;Especially in the clinic peak , waiting time was too long;experts does't begin on time, too little visit.Outpatients in the appointment of diagnosis and treatment related to the evaluation , and in the booking way to the hospital clinic and make an appointment (45.38%), through the media propaganda reservation service accounted for 29.00%, 32.00%patients with appointment investigation failed to visit the clinic because of absent experts , 18.31%patients thought that waiting time is long , 10.85% patients were not assured of the expert medical technology,10.85% in patients with expert medical technology was not assured .Conclusions The hospital should make the allocation of medical resources planning , strengthen medical management ,optimize the process , reduce the waiting time of patients ,improve the quality of service links .