江苏省南通市某三甲公立医院患者满意度第三方调查的结果分析

目的了解患者对医院医疗服务满意度的客观评价及医院各科室满意度真实情况,为加强和改进患者满意度提供针对性依据。方法委托第三方调查服务机构对南通市第三人民医院出院患者通过电话随访进行满意度调查,医院根据每月调查通报的结果进行分析讨论。结果 2013年1月-2018年12月期间出院患者第三方满意度调查回访样本总计11 204例,历年平均值在91以上,其中"伙食标准""收费服务"两个条目满意度低于90。结论出院患者满意度第三方调查的结果较为客观公正,应重视其在改进医院医疗服务过程中的作用。

Analysis of the Results of a Third-party Survey of Patient Satisfaction in a Top Three Public Hospital in Nantong,Jiangsu Province

Objective To understand the objective evaluation of patients’ satisfaction with medical services in hospitals and the actual situation of satisfaction among hospital departments, and provide targeted basis for strengthening and improving patient satisfaction. Methods A third-party survey service was commissioned to conduct a satisfaction survey on patients discharged from the Third People’s Hospital of Nantong through telephone follow-up. Results A total of 11,204 samples were returned from the third-party satisfaction survey of discharged patients between January 2013 and December 2018,with a calendar year average of more than 91, of which the satisfaction of the two items of "food standard" and "charge service" was lower than 90. Conclusion The results of the third-party survey on satisfaction of discharged patients are more objective and fair, and their role in improving hospital medical services should be valued.