建立在医疗服务行业顾客满意度模型下的病人满意度调查

目的探讨医疗服务行业顾客满意度模型下的病人满意度。方法自行设计住院病人满意度调查问卷。以随机方式抽取165名住院病人填写问卷。结果住院病人综合满意度82．4%;对主治医生的满意率为90．3%;对护士的满意率为86．9%;对医院管理的满意率为70．66%;对医院后勤的满意率为63．03%。住院病人的回头率为76．4%。结论通过病人满意度调查,使医院及时发现内部存在的危机,对症下药,优化服务流程,转变服务作风,不断提高医疗服务质量,构建和谐医患关系。     

医疗服务中顾客满意度的模糊综合评价

随着我国医疗服务市场的开放和医疗卫生体制改革的不断深化，医疗机构所面临的市场竞争日益激烈。医院的生存与发展，在很大程度上取决于顾客对其所受服务的满意程度，只有赢得顾客，才能赢得市场。顾客满意度(customer satisfaction index，CSI)是衡量医疗服务质量的重要指标，能较为客观地反映医疗服务质量的好坏。因此，科学地进行顾客满意度的评价对于医院参与竞争、获得竞争优势显得尤为重要和紧迫。     

医疗顾客满意度指数测评理论模型研究

顾客满意度指数模型旨在发现和确定影响CSI的因素，以及CSI和这些因素之间的作用机制。本文通过国外CSI模型的研究，以及分析了医疗服务行业特点和建立医疗服务业的CSI模型的意义，模拟建立我国医疗服务业的CSI理论模型，探索顾客满意理论在我国医疗服务业中的深入研究应用。     

平衡计分卡顾客满意度在医疗服务中的应用研究

目的 借鉴平衡计分卡，顾客满意度，引进医疗服务，提高医疗市场竞争力。方法 介绍平衡计分卡来源、内容及应用。顾客及顾客满意度概念、测量方法、提升措施等。结果 病人是医疗服务的最主要顾客。以诚信、技术、方便、效益回报顾客，提升顾客满意度。结论 平衡计分卡适用于医疗服务领域。提升病人满意度，是医疗机构追求的最主要目标。     

面向医院管理改进的医疗服务顾客满意度模型研究

本文从提高医院服务运作管理水平的需要出发，以市场为向导，以提高患者满意度、缓解医患矛盾为目的，综合医院医疗效果、服务态度、医疗流程、就医环境等综合因素，对医疗服务的顾客满意问题进行研究，建立而向我国医院医疗服务管理诊断和服务改进的顾客满意度模型，以推动医院及时发现内部管理问题，改进医疗服务质量。     

以医疗行业顾客满意度研究为基础的医师工作满意度调查

目的通过医师工作满意度分析,探讨医院内部顾客的需求。方法设计包括组织文化、组织管理、领导角色、工作团体、工作本身、报酬与培训、医患关系、社会认同、个人发展等9个指标的调查问卷,采集信息,建立数据库,采用SPSS12.0软件进行统计分析。结果总体工作满意度不高。医师对工作较满意者占51%,基本满意的40.8%,而较不满意的占8.2%。突出表现为对工作本身、报酬、培训和医患关系不满意。结论医院管理者在实施以病人为中心的服务中,也应考虑如何提高医师工作满意度。     

基于顾客参与的医疗服务管理

在当前服务经济和体验经济环境下,现代医院的管理已经由“以医院为中心的管理”、“以病为中心的管理”向“以服务为中心的管理”和“以顾客为中心的管理”转变。医院的医疗服务是对所有顾客的全方位的服务,有着丰富的顾客内涵。医疗顾客适度和有效地参与医院运营活动,可以增强顾客对医疗服务质量的价值感知、降低对医疗服务质量的感知风险,减少顾客的医疗服务获取成本,可以给顾客带来关系价值、学习价值和心理利益价值,可以提升医疗顾客对感知价值,增加满意度水平,并导致良好的医疗顾客行为意向。因此,医院应积极推进顾客的适度和有效地参与,建立和完善基于顾客参与的医疗服务管理体系,以构建医院的核心竞争优势。     

构建我国医疗服务行业顾客满意度指数模型的设想

本文介绍了国外顾客满意理论的研究发展概况及其在医疗服务行业中的应用情况，将顾客满意理论引入医疗服务行业，分析这一理论在我国医疗服务应用中有所面临的问题，提出构建我国的医疗服务行业顾客满意度指数模型的设想。     

顾客满意度视角下的深圳市医疗服务整体管理的优劣势分析

目的 探讨顾客满意度视角下的深圳市医疗服务整体管理战略的优势和劣势,为进一步提高其整体竞争力提供参考.方法 对2005年～2007年深圳市各级医疗机构满意度调查数据运用统计描述、方差分析以及象限图分析等方法进行统计分析.结果 2005年～2007年深圳市各级医疗机构总体满意度依次为86.01分、87.71分、87.84分.从顾客满意度的视角下来看,深圳市一级医疗机构在医疗费用、就医环境、服务理念方面具有较大优势,而二级医疗机构在其医疗服务整体管理质量提高方面具有较大优势.结论 深圳市各级医疗机构的顾客满意度均在逐年提高,但医疗服务整体管理战略在不同级别医疗机构的实施过程中,其优势和劣势表现各异.     

某院后勤社会化服务的顾客满意度研究

利用现场调查和统计学分析方法,对顾客满意度得分进行分析,旨在建立一套后勤社会化服务质量的顾客满意度指标体系,为国有医院实施全方位后勤社会化服务质量的监督与管理提供考核工具。     

From customer satisfaction survey to corrective actions in laboratory services in a university hospital.

OBJECTIVE: To find out the satisfaction of clinical units with laboratory services in a university hospital, to point out the most important problems and defects in services, to carry out corrective actions, and thereafter to identify the possible changes in satisfaction. SETTING: and STUDY PARTICIPANTS: Senior physicians and nurses-in-charge of the clinical units at Oulu University Hospital, Finland. DESIGN: Customer satisfaction survey using a questionnaire was carried out in 2001, indicating the essential aspects of laboratory services. Customer-specific problems were clarified, corrective actions were performed, and the survey was repeated in 2004. RESULTS: In 2001, the highest dissatisfaction rates were recorded for computerized test requesting and reporting, turnaround times of tests, and the schedule of phlebotomy rounds. The old laboratory information system was not amenable to major improvements, and it was renewed in 2004-05. Several clinical units perceived turnaround times to be long, because the tests were ordered as routine despite emergency needs. Instructions about stat requesting were given to these units. However, no changes were evident in the satisfaction level in the 2004 survey. Following negotiations with the clinics, phlebotomy rounds were re-scheduled. This resulted in a distinct increase in satisfaction in 2004. CONCLUSIONS: Satisfaction survey is a screening tool that identifies topics of dissatisfaction. Without further clarifications, it is not possible to find out the specific problems of customers and to undertake targeted corrective actions. Customer-specific corrections are rarely seen as improvements in overall satisfaction rates.     

护理工作满意度调查对护理质量的影响

目的 探讨以病人需求为导向，提高住院病人满意度对护理持续质量改进的作用。方法 采用前后对比方法干预前后的住院病人护理工作满意度。结果 实施满意度调查分析后找出与病人需要的差距，采取加强人力资源管理，加强质量意识和管理，强化健康教育、基础护理等措施，提高护理人员的护理技能，住院病人平均满意度大幅度提高，经资料T检验：前后对比除护士的注射技术外，其它9项均有统计学意义。结论 建立在病人满意度调查基础上的单项满意度分析，充分发挥患者满度作为护理工作的导向作用，实现护理质量的持续改进。     

Patient satisfaction with health services in Bangladesh

Concern over the quality of health care services in Bangladesh has led to loss of faith in public and private hospitals, low utilization of public health facilities, and increasing outflow of Bangladeshi patients to hospitals in neighbouring countries. Under the circumstances, assessment of the country's quality of health care service has become imperative, in which the patient's voice must begin to play a greater role. This study attempts to identify the determinants of patient satisfaction with public, private and foreign hospitals. A survey was conducted involving inpatients in public and private hospitals in Dhaka City and patients who have experienced hospital services in a foreign country. Their views were obtained through exit polls using probability and non-probability (for foreign hospital patients) sampling procedures. Regression models were derived to identify key factors influencing patient satisfaction in the different types of hospitals. Doctors' service orientation, a composite of 13 measures, is the most important factor explaining patient satisfaction. Policy implications are discussed.     

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。     

燃煤型氟中毒病区铁炉使用情况及其满意度影响因素分析

目的调查贵州省毕节市地氟病病区铁炉的使用情况,分析使用铁炉满意度的影响因素,为地氟病改炉改灶措施的后期管理和可持续发展提供依据。方法采取分层随机抽样的方法,按病区改炉改灶实施年限进行分层,每层抽取1个乡镇进行集中和入户调查。分析当地农民铁炉使用及维护情况,以及对炉灶使用的满意度,采用Logistic回归分析使用铁炉满意度的影响因素。结果当地铁炉使用率为80.0%,改良铁炉拥有率为65.0%。铁炉正确使用率为51.3%,改良铁炉正确使用率大于一般铁炉(χ2=8.32,P=0.004)。病区改良铁炉完好率(69.5%)高于一般铁炉(39.1%)(χ2=20.94,P<0.001),铁炉损坏部件中,以烟道损坏最严重;改良铁炉的完好率随使用时间的延长逐渐降低(χ2趋势=15.15,P<0.001)。Logistic回归分析显示铁炉完好和有技术支持能提高使用铁炉满意度,铁炉使用时室内有煤烟会降低铁炉使用满意度。结论随着地氟病改炉改灶措施的实施,调查地区农民改良铁炉使用率不断提高,初步形成了良好的生活方式。保证铁炉使用满意度和持续提供技术支持有助于加强改炉改灶的后期管理,促进燃煤型氟中...     

Patient satisfaction with primary health care services in the United Arab Emirates.

OBJECTIVE: This study evaluated the suitability of a patient satisfaction questionnaire to survey health care consumers of traditional Arabic background. DESIGN: A cross-sectional survey using an Arabic language questionnaire that drew upon concepts of patient satisfaction measurement in Western research literature. All participants were interviewed once by experienced interviewers to ascertain their levels of satisfaction with their health care service. SETTING: Patient satisfaction was compared between the only resource-intensive clinic (RIC) in the United Arab Emirates and one resource-thrifty clinic (RTC) located in an adjacent suburb and serving essentially the same population. STUDY PARTICIPANTS: A random sample of patients attending the RIC and RTC over a 5-day period. MAIN OUTCOME MEASURES: Six domains of patient satisfaction were measured. RESULTS: Compared with the RTC (n = 125), the RIC (n = 156) scored significantly higher in continuity (P = 0.001), comprehensiveness (P < 0.001), health education (P = 0.05), effectiveness (P = 0.001), and overall satisfaction (P < 0.001), while accessibility (P = 0.130) and humaneness (P = 0.102) were not significantly different. Humaneness scored the highest and continuity the lowest at both clinics. Older people's satisfaction was higher for comprehensiveness but otherwise the same as those who were younger. More highly educated people's satisfaction was lower for effectiveness, but otherwise the same as those who were less educated. Men and women had equal levels of satisfaction. CONCLUSIONS: The significantly higher patient satisfaction in the RIC compared with the RTC was a strong a priori expectation, suggesting that this satisfaction questionnaire is a useful quality assurance tool in this setting.     

急诊病人满意度量表的设计与评价

目的 探讨急诊病人满意度量表研制的方法与内容。方法 急诊病人满意度的调查内容、量表设计、调查方式、满意度影响因素等所涉及的方法学问题。结果 急诊病人满意度调查内容为救护车服务、医生服务、辅助科室服务、护理服务、治疗结果与花费、知情权、就医环境、等待时间；量表条目的考核采用应答率法、CR值法、相关系数法和变异系数法；对量表信度的分析，采用Cronbach’s α系数评价量表和因素的内部一致性；对量表效度的分析，用探索性因子分析和验证性因子分析。结论 可信和有效的急诊病人满意度量表是评价急诊医疗服务的重要手段和可行方法。     

广东省居民对社区卫生服务满意度调查与影响因素分析

目的:从方便性、舒适性、有效性、安全性与经济性五个方面了解广东省居民对社区卫生服务的利用情况和满意度情况,并分析影响广东省居民对社区卫生服务满意度的影响因素。方法:对资料采用统计分析软件Stata进行描述性统计和glm回归分析。结果:社区居民对社区卫生服务各方面的满意度都较高,但各地区的满意度水平有所不同,珠三角地区满意度水平高于其它地区,年龄、文化程度、收入水平、就诊情况和利用率是影响居民满意度的主要因素。结论:社区卫生服务应以进一步提高满意度为中心,加大社区卫生投入,完善硬件建设,提高全科医生服务水平,促进社区卫生服务的可持续发展。