解放军医院管理杂志
解放軍醫院管理雜誌
해방군의원관리잡지
HOSPITAL ADMINISTRATION JOURNAL OF CHINESE PEOPLE'S LIBERATION ARMY
2014年
11期
1001-1002,1014
,共3页
患者满意度%调查%医院管理
患者滿意度%調查%醫院管理
환자만의도%조사%의원관리
satisfaction rate of patients%investigation%hospital management
目的对患者满意度进行调查分析，以期为提升医院医疗服务水平提供参考。方法采用武汉市卫生局统一制定的住院患者满意度调查表，以问卷的方式开展调查，对2011年5月至2012年5月期间住院满一周的患者共1300例进行调查。调查内容包括医院环境、医师服务、护士服务、后勤服务等11个项目。结果95．2％对医院的总体印象满意。医院环境，对导医标识、卫生设施的满意率为97％、96％，内外环境患者的满意率为90％；医师服务，对服务态度、诊疗技术患者的满意率为98％、97％，对医师耐心解答患者问题的满意率为94％；护理服务，对服务态度、护理技术患者的满意率为99％、97％；医技科室服务态度，对放射科工作人员的患者满意率为94％，对 B 超室工作人员的患者满意率为90％，对心电图工作人员的患者满意率为97％，对检验科工作人员的患者满意率为95％；病房管理，健康教育、对住院患者入、出院介绍的患者满意率最高为100％，对住院膳食的患者满意度最低为85％。结论该院的医疗服务水平还有提升的空间，病房膳食品种和质量有待改善。
目的對患者滿意度進行調查分析，以期為提升醫院醫療服務水平提供參攷。方法採用武漢市衛生跼統一製定的住院患者滿意度調查錶，以問捲的方式開展調查，對2011年5月至2012年5月期間住院滿一週的患者共1300例進行調查。調查內容包括醫院環境、醫師服務、護士服務、後勤服務等11箇項目。結果95．2％對醫院的總體印象滿意。醫院環境，對導醫標識、衛生設施的滿意率為97％、96％，內外環境患者的滿意率為90％；醫師服務，對服務態度、診療技術患者的滿意率為98％、97％，對醫師耐心解答患者問題的滿意率為94％；護理服務，對服務態度、護理技術患者的滿意率為99％、97％；醫技科室服務態度，對放射科工作人員的患者滿意率為94％，對 B 超室工作人員的患者滿意率為90％，對心電圖工作人員的患者滿意率為97％，對檢驗科工作人員的患者滿意率為95％；病房管理，健康教育、對住院患者入、齣院介紹的患者滿意率最高為100％，對住院膳食的患者滿意度最低為85％。結論該院的醫療服務水平還有提升的空間，病房膳食品種和質量有待改善。
목적대환자만의도진행조사분석，이기위제승의원의료복무수평제공삼고。방법채용무한시위생국통일제정적주원환자만의도조사표，이문권적방식개전조사，대2011년5월지2012년5월기간주원만일주적환자공1300례진행조사。조사내용포괄의원배경、의사복무、호사복무、후근복무등11개항목。결과95．2％대의원적총체인상만의。의원배경，대도의표식、위생설시적만의솔위97％、96％，내외배경환자적만의솔위90％；의사복무，대복무태도、진료기술환자적만의솔위98％、97％，대의사내심해답환자문제적만의솔위94％；호리복무，대복무태도、호리기술환자적만의솔위99％、97％；의기과실복무태도，대방사과공작인원적환자만의솔위94％，대 B 초실공작인원적환자만의솔위90％，대심전도공작인원적환자만의솔위97％，대검험과공작인원적환자만의솔위95％；병방관리，건강교육、대주원환자입、출원개소적환자만의솔최고위100％，대주원선식적환자만의도최저위85％。결론해원적의료복무수평환유제승적공간，병방선식품충화질량유대개선。
Objective To investigate satisfaction rate of patients in order to provide reference for the im -provement of medical service in hospital .Method Questionnaire survey was used to examine satisfaction rate of 1300 patients that were admitted in our hospital for more than a week at the period from May 2011 to May 2012. The questionnaire unified for satisfaction rate of inpatients came from Wuhan Sanitary Bureau .The survey content included hospital environment , doctor services, nurse services and logistics services etc .Results 95.2% of all the patients were satisfied with the general impression of the hospital .The satisfaction rate of sign of induction , san-itary equipments and hospital environment were 97%, 96% and 90%.98% and 97% of the patients were satisfied with the service attitude, medical techniques of doctors while 94% of the patients were satisfied with patient an-swers that doctors provided .99% and 97% of the patients were satisfied with service attitude and nursing care of nurses.The satisfaction rate of service attitude regarding radiology department , B ultrasonic department, electrocar-diogram department, laboratory department were 94%, 90%, 97% and 95%.The highest satisfaction rate was 100% coming from patients regarding health education and introduction when they were in or out of hospital while the lowest satisfaction rate was 85% to the hospital meal.Conclusion There is still room for improvements of the medical service level.Both the kinds and the quality of hospital meal need to be ameliorated further .
