病人满意度及其影响因素研究

我国医疗体制的改革使病人的地位发生了变化 ,病人满意度得到了提高。病人满意度研究有助于揭示病人的就诊经历 ,提高病人对治疗的合作性和依从性 ,预测病人的健康相关行为 ,找出医疗服务中存在的问题 ,以便提高医疗服务质量。本文概述了病人满意度的概念 ,病人满意度的主要影响因素、调查过程中研究对象的选择、问卷设计中一些常见问题及调查的实施方法 ,并提出了提高病人满意度的相应对策

Study on Patient Satisfaction and Its Influencing Factors

As a result of reforms in health care delivery system in china, the role of patient has changed and the importance of user satisfaction with health services has increased. Satisfaction studies help to illuminate patients' experience of health care, promote co-operation and compliance with treatment, predict patient health-related behavior, and identify problems in health care and evaluate that care. The author gave the definition of patients' satisfaction, summarized the main factors influencing patient satisfaction, pointed out current issues in survey designing including how to choose objects of studies, questionnaire designing and summarized survey administration techniques. Besides, some countermeasures were also provided to promote patient satisfaction and loyalty.