成都市主城区犬伤门诊977名服务对象满意度调查

目的了解成都市主城区犬伤门诊服务对象(病人)的满意度现状,分析提高满意度的方法。方法对成都市的21家犬伤门诊977名服务对象开展现场问卷调查,调查内容包括服务对象的一般情况(年龄、性别、职业和文化程度等)与满意度相关的医疗服务情况(就诊距离、医疗费用、医务人员的技术、态度、病人的知情同意和医院的环境、设施等)。采用Epidata3.02软件建立数据库,SPSS15.0软件进行数据分析。结果市级、区级和社区级门诊服务对象总体满意度差异有统计学意义(P﹤0.05);3个级别门诊在就诊距离、花费、环境、医务人员的病情解释和知情同意、免疫制剂的种类方面差异有统计学意义(P﹤0.05)。而在医务人员的态度和技术、门诊的设施设备方面差异无统计学意义(P﹥0.05);犬伤病人最满意的前3项服务依次是就诊距离、服务态度和技术;最不满意的前3项服务依次医疗花费、就诊距离和医疗设备。结论成都市犬伤门诊服务对象的满意度还有待进一步提高;各级医疗机构犬伤门诊应针对满意度评价的结果,加强管理,提高犬伤门诊的服务满意度。     

北京西城(南)区预防接种规范化门诊服务满意度评价

目的了解儿童家长对预防接种规范化门诊服务的满意度,为提高预防接种服务质量提供参考。方法以当前中国社区卫生/全科医学服务病人满意度测量工具为模板,设计儿童家长调查问卷,2014年2月至6月,在北京市西城(南)区8家预防接种规范化门诊选择1 000位儿童家长,时北京市西城(南)区的预防接种规范化门诊的服务满意度进行评价。结果儿童家长对预防接种规范化门诊整体服务、卫生环境和门诊时间"满意"和"非常满意"的分别占93.3%(914/980)、86.8%(851/980)和75.6%(741/980);不同性别、年龄、文化程度、与儿童的关系及户籍的儿童家长对预防接种规范化门诊总满意率比较差异均有统计学意义(x^2值分别为68.523、70.303、29.790、51.719、9.367,均P<0.05);经Logistic多因素分析结果显示:家长性别、门诊环境、解释知情同意书、询问儿童健康状况、医生接受咨询时的态度、儿童未留观30分钟医生是否劝阻以及询问接种后状况7个因素是影响家长对接种门诊满意度的因素(x^2值分别为21.042、18.544、8.830、11.529、32.720、13.650、5.038,均P<0.1)。结论儿童家长对北京市西城(南)区预防接种规范化门诊总体服务满意度较高,尤其是在接种前和接种后的告知方面;但仍存在需要改善卫生服务质量和水平的环节。门诊整体环境和人性化的卫生服务是影响总满意度的最主要因素。     

北京市西城(南)区儿童家长对预防接种规范化门诊服务满意度调查

目的了解儿童家长对预防接种规范化门诊服务的满意度,发现预防接种规范化门诊有待改善的环节,为进一步规范预防接种规范化门诊建设,提高预防接种服务质量提供参考。方法以当前中国社区卫生/全科医学服务病人满意度测量工具为模板,设计儿童家长调查问卷,用于预防接种服务的满意度评价。采用平均分配样本的方法,调查接种门诊日所有儿童家长。结果 90%以上儿童家长认可门诊提供的免疫预防服务,85%以上儿童家长对门诊卫生环境、了解儿童健康状况、解释知情同意书、接种后告知注意事项和留观30 min表示满意,75%以上儿童家长对门诊日时间、儿童未种及时通知等服务表示满意。关于在接种过程中核对儿童姓名、核对所种疫苗名称、医生耐心听取咨询和回答以及接种后医生询问儿童健康状况方面满意度不足,仅为60%,尤其是对儿童未留观30 min进行劝阻、儿童娱乐设施方面回答满意的家长分别只有47.3%和37.1%。结论儿童家长对西城南(区)规范化门诊总体服务满意度较好,尤其是在接种前和接种后的告知方面。但仍存在需要改善卫生服务质量和水平的环节,尤其是在儿童娱乐设施、回答家长咨询等方面有待进一步改善。     

上海市公立三甲医院与私立医院服务满意度比较分析

目的:通过对上海市公立与私立医院服务质量满意度的比较分析,探索提高全市卫生服务整体满意度的办法与措施.方法:按照卫生服务满意度测量的方法与指标.设计并分别对上海市2家私立和1家公立三级甲等医院的门诊和住院病人进行调查,获得两类医院的满意度,并进行比较分析.结果:三级甲等医院与私立医院的服务质量满意度有较大的差异.讨论与建议:为进一步提高三级甲等医院服务满意度,医院管理者应该把服务品质和医疗质量放到同等的地位来抓;进一步改革工资分配制度,激励员工改善服务品质;采取门诊分流病人的办法,缩短服务的等待时间.     

我国居民门诊及住院满意度调查与分析

目的分析我国居民门诊和住院满意度指标及其主要影响因素。方法利用2018年第六次和2013年第五次国家卫生服务调查中患者对门诊和住院服务利用感受信息,分析我国居民门诊就诊和住院满意度及不满意的原因。结果与2013年相比,2018年居民门诊及住院满意度有不同程度的提高,门诊总体满意度由76.5%提高到80.0%,住院总体满意度由67.2%提高到75.0%。与2013年相比,2018年居民门诊和住院总体不满意的比例均有不同程度降低,不满意原因排在前3位的依然是医疗费用贵、技术水平低、医护人员服务态度差。结论我国居民门诊和住院满意度较5年前有所提升,医疗服务反应性总体良好,总体不满意比例有所降低,医疗费用、技术水平、医护人员服务态度仍然是患者在接受医疗服务过程中最关心的问题。     

医疗服务主观满意度研究——对北京东城区朝阳门医院保健地段老年人医疗服务主观满意度调查研究

患者对医疗服务的主观满意度评价是卫生服务研究的一个重要组成部分。满意度可以反映居民对所接受的医疗服务的主观评价,也可以用来预测卫生服务接受者的行为,反映的是多因素作用于医疗服务对象和提供者的综合结果,可使卫生服务提供者了解更多的个人选择和期望。以往卫生服务研究工作主要着重于居民健康状况调查和卫生机构调查,对于患者的主观满意度调查做得较少。本研究旨在通过跨文化移植修订国外问卷用于我国的老年人研究,探讨适合我国文化背景的患者满意度问卷。     

儿童家长对预防接种门诊需求及满意度调查

目的 调查分析儿童家长对预防接种门诊的需求及满意度。
方法 在本地区预防接种门诊中随机抽取儿童家长500名作为调查对象, 通过问卷调查的方式对儿童家长对预防接种门诊需求、预防接种门诊服务现状的满意度进行调查。
结果 宣传资料、亲友、小豆苗手机软件是目前儿童家长获取预防接种知识最主要的几种途径, 获取率分别为68.4%、46.2%、31.2%。家长对预防接种门诊的总体满意度为93.2%(466/500), 其中对门诊硬件环境和软件服务的总体满意度分别为91.2%(456/500)和97.6%(488/500), 满意度都比较高。家长对门诊服务设施、门诊时间以及宣传方式等的不满意度相对较高。
结论 应结合满意度调查结果对门诊建设进行进一步规范, 提高服务意识、专业水平, 为居民提供更为优质的服务。
     

农村老年人对社区卫生服务满意度的模糊综合评判

社区卫生服务满意度是一个主观评价指标,它反映服务对象对社区卫生服务的情感体验,是服务对象按照自己对健康概念的理解和自己对医疗保健的要求,对所接受的卫生服务的费用、可及性、就诊环境、诊疗结果、医护人员的技术水平、服务态度,医患关系等进行主观的综合评价[1].满意度评价非常满意、比较满意、一般、不满意、很不满意的量无明显界限,是一个模糊的概念.为此,本文用模糊综合评价方法评价农村老年人对社区卫生服务的满意度,探索满意度的主要影响因素,以便更好地、有针对性地为农村老年人提供卫生服务.     

徐州市三级医院门诊医疗服务满意度调查分析

目的了解三级医院门诊病人对医院门诊医疗服务的满意度及其影响因素。方法应用随机抽样的方法在徐州市2家三级医院就诊的病人中确定调查对象,采用问卷调查。结果门诊医疗服务总体满意度为76.9%,影响满意度的主要因素是医疗费用高(40%)、等待时间长(29.5%)、手续繁(20%)。结论门诊服务质量还需进一步提高,减少医疗费用,加强医院的管理,为就诊者提供方便、廉价、优质的服务。     

上海市万航地段居民门诊服务利用不足的原因分析

门诊服务利用是卫生服务的一个主要内容。本文据1988年9月至1989年6月上海市万航地段居民家庭卫生服务抽样调查资料,分析了影响居民利用门诊服务的因素。材料与方法调查对象是万航地段常住户口的居民,调查方式为询问式的家庭访视,内容     

Acceptability as a key determinant of client satisfaction: lessons from an evaluation of adolescent friendly health services in Mongolia

PurposeThe primary focus of this study is to investigate which characteristics of health service quality are most likely to determine client satisfaction with health services among adolescents in Mongolia.MethodsData were gathered from 1301 male and female clients. Exit interviews were used to measure client satisfaction; 82 clinics were visited. All clients between the ages of 10 and 19 years were asked to participate in the client exit interview; those who agreed to participate completed the questionnaire. Bivariate and multivariate analyses were conducted to determine significant associations between service satisfaction and the independent variables. All variables showing a significant bivariate association with service satisfaction (p ≤ .05) were retained for logistic regression analyses.ResultsThe strongest determinant to client satisfaction related to acceptability: adequate facility physical environment, receiving adequate information about the facility, and if the facility was private (i.e., other people didn’t know the services the client received). Additionally, clients who said they received some interruptions, either by other health workers or clients, were significantly less likely to be satisfied with the services.ConclusionsThis study demonstrates the importance of understanding and measuring different aspects of health service quality in defining client satisfaction. Although both accessibility and acceptability of services have been shown to be important in other studies, characteristics relating to acceptability emerged as critical in determining client satisfaction among adolescents in Mongolia. Efforts to improve health service delivery to adolescents need to understand and address the “adolescent friendly” characteristics that are most salient, and least fulfilled, in each particular context.     

Reconceptualizing case management in theory and practice: a frontline perspective.

'Case management' in the health and social service sector is controversial, highly political and saturated with conflicting agendas among stakeholders. Research was conducted recently to explore the role of case managers in three evolving, Australian-based, long-term care, case management models. The findings have relevance to countries worldwide that contend with delivering quality care that is cost effective. The research captures the perspectives of 51 open-ended interviews with front-line case managers who have first-hand knowledge of the models' effect on their clients and on their own roles. Contrary to the rhetoric that case management is client-centred, case management is concluded to be 'system centred' based on a unilateral approach taken by each of the three models. Case managers had a limited ability to attain necessary services for clients. Success was dependent on the range of case managers' skills and experience, relationship with the client, degree of job satisfaction, level of influence in the health and social system and ability to collaborate with relevant professionals. The relationship between the three primary influences (system, model, client) affecting case managers' pursuit of achieving appropriate client services was also reviewed. A reconceptualized multidimensional approach, or 'neo-process-centred' case management, is proposed. The revised approach can be applied to existing and new models and has direct implications for policy makers, management and practitioners aspiring to improve client care within existing constraints.     

Maximizing Satisfaction and Managing Dissatisfaction in Mental Health and Human Services:

The production satisfaction is central to the delivery of mental health and human service. The most critical fator in service delivery is providing quality care. However, the ways in which services are delivered impacts the perception of quality. This paper provides a model for maximizing satisfaction among client and other importance publics of mental health and human service organizations.     

Maximizing satisfaction and managing dissatisfaction in mental health and human services: a model for administrative practice

The production satisfaction is central to the delivery of mental health and human service. The most critical factor in service delivery is providing quality care. However, the ways in which services are delivered impacts the perception of quality. This paper provides a model for maximizing satisfaction among client and other important public of mental health and human service organizations.     

顾客满意度和顾客忠诚度在医院管理中的应用

深入开展顾客满意度和忠诚度研究,关注患者满意,培养患者忠诚已经成为学术界和医院经营管理者共同关注的焦点。充分认识满意度与忠诚度的关系,研究顾客满意、服务质量、顾客信任和转换成本对忠诚度的决定影响,对医院经营管理将起到积极的促进作用。它将有助于构建和谐互信的新形医患关系、以顾客为导向的服务质量改进和提升医院经营绩效。     

北京市居民健康环境满意度调查

目的了解市民对北京市自然环境、社会环境等健康环境以及自身健康状态的满意程度,为奥运健康影响研究提供基线数据。方法以有奖问答的形式通过大众媒体开展问卷调查。包括一般信息、对健康环境指标的满意度评分及对自身健康和生活满意度的评分。结果北京居民对城市绿化、公共健身设施、饮用水质量的满意度分别为59.9%,53.2%,45.5%。对公众卫生习惯、交通状况、居民文明程度以及日常就医环境,满意度为17.2%,19.8%,23.2%和28.5%;偏相关分析显示,生活总体满意度与健康环境满意度之间呈正相关（P〈0.05）;多因素Logistic回归显示,年龄、性别、职业、文化程度、月收入、规律性体力活动均为自身生活满意度的独立影响因素（P〈0.05）。结论居民对北京市城市绿化及公众健身设施建设的满意度较高,对其他领域的满意度较低;居民认可空气质量的改善,但对改善程度尚不满意;健康环境会影响居民自身生活的满意度。     

2017年河南省孕产妇健康管理服务满意度调查

目的调查2017年河南省孕产妇健康管理服务满意度,分析影响满意度的因素,提出改进建议,为提高孕产妇健康管理质量提供依据。方法采用多阶段随机抽样法从河南省抽取孕产妇进行面对面调查,对调查数据进行统计分析。结果 2017年河南省孕产妇健康管理服务的总体满意度为96. 64%,城市孕产妇的满意度(97. 50%)高于农村孕产妇(96. 04%)。孕产妇健康管理服务的满意度比儿童健康管理服务、老年人健康管理服务的满意度低。影响河南省孕产妇健康管理服务满意度的因素最主要是技术水平,其次是有益于健康的程度。结论 2017年河南省孕产妇健康管理服务满意度较高,但仍存在城乡及人群差异,这主要和农村医疗卫生机构技术水平低及孕产妇群体健康需求标准较高有关。建议继续加强基层医护队伍建设,提高基层医护人员技术水平,进一步提升孕产妇满意度。     

社区卫生服务患者满意度影响因素分析

对广东某城区18个社区卫生服务中心900例患者满意度情况进行了调查，运用卡方检验和Logistic回归对患者满意度的影响因素进行了筛选。结果表明：该城区的社区卫生服务患者满意度为76．5％,患者满意度的主要影响因素为年龄、服务态度、就诊环境、就诊费用、技术水平等因素。     

病人满意度在卫生服务质量评价中的应用

对卫生服务质量评价中使用非常多的一个指标—病人满意度进行了探讨,并将它与反应性做了对比分析。     

Interpersonal Relations Between Health Care Workers and Young Clients: Barriers to Accessing Sexual and Reproductive Health Care

Interpersonal relations between health care providers and young clients have long being cited as an important element for improving client up take of services, satisfaction and overall health outcomes. In an era of HIV and AIDS this forms a critical determinant to young people accessing sexual and reproductive health care. This study explores to what extent interpersonal relations form a barrier to young peoples access to and satisfaction of health services. The study draws on data from 200 client exit interviews and four in-depth interviews conducted with university students and university health care staff in Kwazulu-Natal, South Africa. While young people are aware of the importance of utilising STI, HIV and family planning services they experienced barriers in their relationship with providers. This served as a deterrent to their use of the health facility. Adequate training in interpersonal relations for youth-friendly service provision is essential in helping overcome communication problems and enabling providers to interact with young clients at a more personal level.