三级医院门诊服务满意度调查与建议

目的了解三级医院门诊服务患者满意度，为制定对策提供参考。方法采用调查问卷，对山东、河北、河南3省50家三级医院门诊就诊患者进行调查。结果医疗技术高超、医疗设备佳是患者选择医院的重要影响因素。就医过程中，对各楼层指示牌及看板不满意比例最高（33。9％）；等候挂号、划价时间满意度最低（29．9％），其次为医师看病时间（26．7％）；医疗过程整体满意度较高，均在60％以上；“抱怨时立即得到适当处理”满意度最低，提示医患沟通不到位；超过50％的患者对服务流程均不满意，亟待改进。结论三级医院应改善门诊环境，方便患者就诊；简化服务手续，优化就诊流程，缩短等候时间；完善医患沟通体系，强化医护人员服务意识；优化科室布局，全面提升科室服务水平。

Investigation of Outpatient Services Satisfaction in Tertiary Hospital

ObjectiveTo investigate status of outpatient satisfaction on medical service quality in tertiary hospital,and provide a reference for development of countermeasures.MethodThe questionnaire was used to investigate outpatients in 50 tertiary hospitals in Shandong,Hebei,and Henan province.ResultSuperior medical technology and well medical equipments was an important factor for patient’s choice of hospital.During medical treatment process,the highest proportion of outpatients were not satisfied with the signs and billboards on each floor(33.9%);the lowest satisfaction was the time in waiting for registration,designated price(29.9%),followed by doctors appointments(26.7%);higher overall satisfaction with the medical process,account for more than 60%;" immediately proper treatment when complaining" owned the lowest satisfaction which suggested that physician-patient communication was not well;and more than 50% of outpatients were not satisfied with the service process which needed improvement in urgent.ConclusionTertiary hospitals outpatient environment should be improved to facilitate the treatment of patients;simplify service procedures,optimize treatment processes,reduce the waiting time;improve patient communication system,and strengthen awareness of health care services;optimize the layout of sections,to raise the overall service level.