CAJ | 학술논문

目的：信函辅以手机短信方式向出院患者发放满意度调查问卷，了解住院患者对医院提供服务的满意程度，为医院提高服务质量提供参考意见。方法沿用医院自行设计，经过信度、效度检验的患者满意度调查问卷，按月整群分层随机抽取出院患者进行信函式满意度调查。结果发函2380件，回件1035件，回函率43.5％。总满意度平均为91分，与患者的期望值有较大差距。结论该工作方法具有结果证实、回函率较高以及费用较低等优点。医院应采取针对性措施进行干预，加强费用管理，优化诊疗流程，进一步提高患者满意度。
목적：신함보이수궤단신방식향출원환자발방만의도조사문권，료해주원환자대의원제공복무적만의정도，위의원제고복무질량제공삼고의견。방법연용의원자행설계，경과신도、효도검험적환자만의도조사문권，안월정군분층수궤추취출원환자진행신함식만의도조사。결과발함2380건，회건1035건，회함솔43.5％。총만의도평균위91분，여환자적기망치유교대차거。결론해공작방법구유결과증실、회함솔교고이급비용교저등우점。의원응채취침대성조시진행간예，가강비용관리，우화진료류정，진일보제고환자만의도。
Objective By letter to the hospital patient satisfaction questionnaire , to learn inpatient hospital service satisfaction , and provide a reference for hospitals to improve the quality of service by letter and short message service to send satisfaction questionnaire .Methods Using hospital patient satisfaction questionnaire through reliability and validity test , letter style investigation was selected ran-domly through monthly clustering.Results There were 2380 letters and 1035 back pieces.Reply rate was 43.5%.Overall average satis-faction was 91 points, and there was a wide gap with the patients′expectation.Conclusion The work method has confirm results ,high rate replay and low cost advantages.Hospitals should take specific measures to intervene to strengthen cost management , optimize treatment processes and further improve patient satisfaction.