中医院住院患者满意度调查探究.docVIP

中医院住院患者满意度调查探究[摘要] 目的:调查住院患者对医院各方面满意度情况,找出工作中存在的问题,制订改进措施,为医院提高医疗护理质量提供参考。方法:采用自编的问卷,对住院的850名患者进行满意度的调查,内容涉及患者满意度调查量表、一般资料调查表。结果:住院患者满意度调查中患者最满意的是条目28“医务人员有无索取、收受红包现象”,满意度最低的是条目13“配餐员服务态度”、条目14“膳食的卫生及其色香味”。结论:进行患者满意度调查,可以促进医院各部门人员提高服务意识,改善服务态度,提高服务质量,满足患者的需要,提高患者的满意度。 [关键词] 住院患者;满意度;调查研究 [中图分类号] R19[文献标识码] A [文章编号] 1673-7210(2010)06(a)-188-03 Research on inpatient satisfaction rate in traditional Chinese medicine hospital QIN Yuanmei, BAO Yinsu, YANG Lixia, TIAN Shuguang, ZHENG Lianxue (The First Affiliated Hospital of He’nan University of Traditional Chinese Medicine, Zhengzhou450000,China) [Abstract] Objective: To investigate inpatients satisfaction rate to aspects of hospital of traditional Chinese medicine and find out some problem of hospital and make some measures to improve to inpatients satisfaction and in order to provide reference for improving nursing service quality. Methods: A total of 850 inpatients were investigated by filling out satisfaction questionnaire designed,a demographic information form. Results: The most satisfied item of inpatients was item 28 among these items. It was “whether medical staff be obtained from the phenomenon of accepting bribes”. The most dissatisfied of inpatients are item 13 and 14. They are “restaurant staff service attitude” “dietary hygiene color,the smell of food”. Conclusion: The investigate can raise awareness of service, improve their service attitude,improve service quality,meet the needs of patients and improve inpatient satisfaction. [Key words] Patients in hospital;Satisfactory questionnaire; Investigation 随着我国医疗体制改革的逐渐深入,大众健康知识的普及,就医观念的变化,使得医疗市场竞争日趋激烈,各家医院为了能在竞争中处于优势,纷纷进行患者满意度的测评。患者满意度是指患者根据个人的期望和医院活动经历,对已接受的服务进行的综合评价,也即医院服务达到患者期望值的程度[1]。而满意度可从3个方面加以衡量:①患者对所在医院整个服务的评估;②患者对直接接受的治疗的满意状况;③乐意向别人推荐该医院[2]。本文对在河南中医学院第一附属医院住院的850名患者进行满意度的调查,现报道如下: 1资料与方法 1.1一般资料 采用便利抽样法,选自2009年9~11月在河南中医学院第一附属医院住院的患者850例。入组标准:①性别不限,年龄在18岁以上;②住院时间1周以上;③能清楚地理解并回答所问的问题;④取得患者及家属同意方可入组。 1.2 调查工具 1.2.1