住院患者满意度调查

目的通过分析2004年-2011年间住院病人满意度的调查结果,了解患者对医疗服务的意见,提出改进建议。方法采用面对面的交谈和发问卷调查的方法,调查50400位住院患者及家属,调查内容涵盖医护技术、服务质量、医患沟通、工作效率、病情知晓、健康宣教、后勤保障、病区环境等多方面。结果收回调查问卷49812张;回收率99.8%;临床科室、护理单元的满意度,从2004年的88.2.%、87.7%,上升至2011年的98.2%、98.0%,医技、机关、职能科室的满意度从2004年的87.7%、88.2%、88.2%升至2011年的98.2%、96.9%、96.5%,后勤保障服务满意度从2004年的76.8%、上升到92.1%。满意度呈逐年上升趋势。结论开展病人满意度调查,有利于促进医患和谐,改进服务态度,提高医疗服务质量。

A Satsfactiion on the Satisfaction Rate of Hospitalized Patients

Objective To understand the patients＇ views on medical services by analyze the satisfaction survey result of hospital- ized patients, as well as provide improve suggestions. Methods Face-to-face conversation and issued questionnaires were adopted on 50400 patients and their families. Clinical and nursing skills, quality of service, communication between doctors and patients, work efficiency, illness informed rate, health declaretion, logistics support and the ward environment and other aspects were included in the investigation. Results 49812 questionaires were returned and the rate was 99.79%. The satisfication rate of clinical departments, nursing units, medical technology, institution, function office and logistics support were respectively 88.2. %, 87.7%, 87.7%, 88.2%, 88.2%, 76.8% in 2004, but increases to 98.2%, 98.0%, 98.2%, 96.9%, 96.5% and 92.1% in 2011. The rates were increasing year by year. Conclusion To carry out satisfaction surveys patients, can not only promote the doctor-patient commu- nication, but also can make the service attitude better and improve the quality of medical services.