患者满意度调查在医院管理中的应用

随着生物医学模式向生物-心理-社会医学模式的转变,医疗服务观念由＂以治疗为中心＂向＂以病人为中心＂转变,医疗服务机构越来越重视患者的感受,患者满意度调查受到越来越多医院和上级主管部门的重视,尽管如此,现实中的患者满意度调查并没有发挥应有的作用。本文在分析患者满意度理论的基础上,探讨患者满意度调查在医院管理中的应用价值,对医院的经营管理具有参考作用;希望能够引起医院经营管理者的重视,有效地利用患者满意度调查,促进医院更好的发展。     

正确认识医院感知服务提高患者满意度

基于感知服务质量,探索提高医院患者满意度的有效途径.根据感知服务质量的要素,针对目前医院服务中存在的问题,提出改善服务的具体做法.     

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。     

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     

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。     

基于管理改进视角的医院患者满意度测评研究

患者满意度测评对于提升医疗服务质量、减少医患纠纷、构建和谐医患关系具有重要意义,因此,患者满意度测评在医院管理当中得到了广泛的应用.满意度测评具有宏观与微观两个不同的层面,从医院管理的角度来讲,微观层面的患者满意度测评具有重要意义.文章基于医院管理改进的视角,从测评体系的构建、测评方法的选择、测评结果的应用等方面对患者满意度测评进行了探讨,研究结果有助于医疗机构患者满意度测评的开展与实施.     

Increasing Patient Satisfaction: A New Model Development

Most patient satisfaction studies put an emphasis on finding key drivers (attribute) to increase overall patient satisfaction. However, it is not clear how much health care managers need to improve certain attributes to attain the target overall patient satisfaction level. The study aims at finding not only what attributes, but also how much these attributes need to be improved to attain the target levels of patient satisfaction. The study uses an ordinal logistic regression model to analyze attribute reactions to salient drivers. This approach would significantly enhance health care managers' capabilities to develop a strategic plan to improve their patient satisfaction levels.     

Measuring Patient Satisfaction: A Case Study to Improve Quality of Care at Public Health Facilities

Objective:

The main objective of the study is to measure the satisfaction of OPD (Outpatient Department) patients in public health facilities of Madhya Pradesh in India.

Materials and Methods:

Data were collected from OPD patients through pre-structured questionnaires at public health facilities in the sampled eight districts of Madhya Pradesh. The data were analyzed using SPSS.

Settings:

Outpatient Departments of district hospital, civil hospital, community health centre, and primary health centre of the eight selected districts of Madhya Pradesh.

Results:

A total of 561 OPD patients were included in the study to know their perceptions towards the public health facilities, choosing health facility, registration process, basic amenities, perception towards doctors and other staff, perception towards pharmacy and dressing room services. It was found that most of the respondents were youth and having low level of education. The major reason of choosing the public health facility was inexpensiveness, infrastructure, and proximity of health facility. Measuring patient satisfaction were more satisfied with the basic amenities at higher health facilities compared to lower level facilities. It was also observed that the patients were more satisfied with the behavior of doctors and staff at lower health facilities compared to higher level facilities.     

Using Public Reports of Patient Satisfaction for Hospital Quality Improvement

Objective. To explore the impact of statewide public reporting of hospital patient satisfaction on hospital quality improvement (QI), using Rhode Island (RI) as a case example.
Data Source. Primary data collected through semi-structured interviews between September 2002 and January 2003.
Study Design. The design is a retrospective study of hospital executives at all 11 general and two specialty hospitals in RI. Respondents were asked about hospital QI activities at several points throughout the public reporting process, as well as about hospital structure and processes to accomplish QI. Qualitative analysis of the interview data proceeded through an iterative process to identify themes and categories in the data.
Principal Findings. Data from the standardized statewide patient satisfaction survey process were used by hospitals to identify and target new QI initiatives, evaluate performance, and monitor progress. While all hospitals fully participated in the public reporting process, they varied in the stage of development of their QI activities and adoption of the statewide standardized survey for ongoing monitoring of their QI programs. Most hospitals placed responsibility for QI within each department, with results reported to top management, who were perceived as giving strong support for QI. The external environment facilitated QI efforts.
Conclusion. Public reporting of comparative data on patient views can enhance and reinforce QI efforts in hospitals. The participation of key stakeholders facilitated successful implementation of statewide public reporting. This experience in RI offers lessons for other states or regions as they move to public reporting of hospital quality data.     

某三级公立医院出入院服务时效和患者满意度现况分析

目的调查某三级公立医院的住院患者出入院流程现状、满意度及影响因素。方法2019年7—10月,采用方便抽样法对各150名出入院住院患者通过观察记录出入院流程办理时间,对300名出院患者进行一般资料及满意度调查表进行调查。结果入院流程平均办理时间为(17.39±1.11)分钟;出院流程时平均办理时间为(16.78±0.63)分钟;但住院患者可接受时间集中在515分钟,约占57%。300位出院患者的满意度为(88.12±10.00)分,属于较满意水平,排名最低的3个项目是布局标识、结算效率及出入院时间;住院患者对于便捷支付的使用率和支持度较高。年龄、费用支付类型、手续办理人员、支付习惯、是否支持智能结算是满意度评分情况的影响因素。结论出入院流程尚未达到住院患者预期,建议在布局标识、结算效率及出入院时间方面加以流程优化,改善住院患者就医体验提高满意度。     

Patient Self-Reported Health,Clinical Quality,and Patient Satisfaction in English Primary Care: Practice-Level Longitudinal Observational Study

ObjectivesTo examine the association of self-reported health of patients in general practices, as measured by the EQ-5D-5L, with practice clinical quality and patient-reported satisfaction with accessibility and consultations.MethodsWe used data from the General Practitioner (GP) Patient Survey to construct a practice-level EQ-5D-5L index as the health outcome. Key explanatories were patient-reported measures of satisfaction with access and consultations (also derived from the GP Patient Survey) and clinical quality measured by the achievement of clinical quality indicators reported in the Quality and Outcomes Framework. We estimated practice-level linear panel data models with random and fixed practice effects and practice and patient covariates using 2012/13 to 2016/17 data on more than 7500 English general practices.ResultsBivariate correlations of the EQ-5D-5L index with quality measures were 0.048 for clinical quality, 0.071 for satisfaction with access, and 0.107 for satisfaction with GP consultations (all with P<.001). In both fixed effects regressions, which allow for unobserved time invariant practice characteristics, and random effects regressions which do not, the EQ-5D-5L index was positively associated with 1-year lags of patient satisfaction with access and GP consultations. Patient-reported health was positively associated with clinical quality in the fixed effects regressions. The implied effects were small in all cases.ConclusionPractice-level EQ-5D-5L is positively associated with clinical quality and with 1-year lags of patient-reported satisfaction with access and GP consultations.     

医院门急诊患者满意度调查分析

目的了解三级甲等医院门急诊就诊患者的满意度。方法选取某大学三所三级甲等医院,采用自行设计问卷对556名门急诊患者就其对医院服务满意度进行测评。结果患者对医院门急诊环境设施的满意率为91．16％;对就医等候或排队时间的满意率为87．59％;对工作人员服务效率和服务态度的满意率为95．60％;对医务人员医疗行为和技术水平的满意率为93．51％;对服务效果的满意率为95．77％。不同年龄组和文化程度组患者对门急诊的满意率总分比较有统计学意义（P〈0．05）,不同户籍所在地患者对是否愿意再到这所医院就医比较有统计学意义（P〈0．05）。结论总体而言,患者对医院门急诊服务的满意度较高,但仍有许多地方需要改进。①门急诊环境应更加舒适;②就诊环节应更加优化;③医疗费用应更加合理。     

Patient Proactivity: Behaviors,Attitudes, and Its Relationship With Satisfaction With the American Health Care Delivery System

A sample of 1,031 U.S. adult residents provided information regarding actions that fall within the realm of patient proactivity, that is to say efforts that are overtly designed to maintain or regain one's health. An assessment of consumers revealed that they engage in, or at least support, behaviors that would be characterized as proactive. Furthermore, there is a significant relationship between some elements of patient proactivity and the level of satisfaction with the American health care system. The relationships are modest, but they offer managerial insight that will benefit those responsible for both delivering and marketing health care.