妇幼专科医院门诊患者满意度影响因素和干预措施研究

目的了解妇幼专科医院门诊患者满意度现状及影响因素,探究提高满意度的干预措施。方法参考文献设计并评价问卷,对完成诊疗活动的600例门诊患者进行调查。结果调查问卷有较好的信度(α=0.88)和效度,有效问卷率99.0%(594/600);患者满意度受综合因素影响,医护人员经验、医生技术、医护人员态度、就医环境与就医流程是主要影响因素。结论该问卷对完成诊疗的门诊患者进行满意度调查效果较好,要采取综合措施,提高患者满意度。     

城镇化背景下河南省基层医疗机构出院病人满意度及其影响因素评价

目的了解河南省基层医疗机构出院病人的满意度。方法应用《河南省基层医疗机构出院病人满意度评价量表》,采用"留置问卷法"进行调查,集中回收问卷,采用Epidata 3.1建立数据库,使用统计软件SPSS 18.0分析数据。结果直观满意率为72.46%,评分满意度为59.71%。诊疗服务效果、诊疗过程、检查及药品等价格透明程度、就诊程序便利程度和报销程序便利程度等项目的满意度评分较高。不同性别、年龄组、文化程度、婚姻状况和支付方式患者的得分差异没有统计学意义,不同职业和恩格尔系数家庭得分差异有统计学意义。多元回归分析结果反映了在病人的个人和社会因素中,恩格尔系数、职业和性别对满意度的影响比较大,调整R2为0.019。结论直观满意率与评价满意度存在差别。住院病人的个人和社会因素对满意度评分的影响程度较低,优先改进的应是提高基层医疗技术水平、优化服务环境和进一步降低医疗费用。     

创新患者满意度调查方法的实践探讨

患者满意度是评价医院医疗服务水准的重要指标之一,江苏省卫生系统开展出院病人问卷函调15年来,满意度调查在加强行风建设、促进医院管理方面发挥了积极作用,但在实践中也逐渐暴露出不科学、不合理的问题。为此,2010年开始我们在调查方法上作了初步探索和创新,力求更清晰地表达患者需求,结果指向性更为明确,更能发挥满意度调查的作用,促进医疗服务质量的持续改进。     

住院病人满意度影响因素调查分析

目的为了了解病人对深圳市医疗服务的满意度情况和评价深圳市医疗服务质量.方法采用自行设计的调查问卷,对深圳市6家综合医院进行满意度调查.结果病人对医疗服务的总的满意度达到98.3%:三级和二级医院的满意度差别没有统计学意义;除选择医院原因、就诊科室、付费方式和居住地外,年龄、性别等人口学特征对满意度没有影响;护理人员态度等7个单项满意度指标对综合满意度有影响.结论要针对意向病人满意度的因素,加强管理,提高医疗服务质量.     

应用结果测量法管理护士在职培训

目的:将病人满意度作为评价护士综合技能的指标之一,为护士在职培训提供参考依据。方法:设计病人满意度调查问卷,每月随机抽取30%出院病人征求意见,分析影响满意度的护士综合技能因素。结果与结论:对满意度较低的初级护士群体改进培训方法,加强规范化培训,收到满意效果。     

病人满意度的调查与评价

对病人满意度调查与评价过程中研究对象的选择、样本容量、问卷设计、调查的实施方法、问卷的评价等方面存在的常见问题进行了综述。     

以全科医疗服务模式为导向的病人满意度调查

为了评价北京市方庄第一医院的社区卫生服务,用全科医疗服务模式为导向的调查问卷,于１９９５年和１９９９年对该院的门诊病人进行了两次内容相似的满意度调查。结果显示,由于全科医学模式的引入,该院的总体病人满意度,在几年内获得大幅度提高;自费患者对服务内容和质量的期望明显高于他人付费者。而调查者为建立一套全面、灵敏而特异的病人满意度指标体系的努力,亦取得了初步的效果。     

肿瘤专科医院患者诊疗时间满意度调查与分析

目的：通过对肿瘤专科医院患者诊疗时间满意度调查分析,为医疗服务质量改进提供依据和建议。方法：采用改进的PKU-VPSM工具对1 000例出院患者以邮寄信函问卷方式进行满意度调查,其中涉及诊疗时间的调查有11项,为封闭型问题。结果：回收问卷367份,有效问卷360份,住院患者对诊疗时间总体满意率为58.9%;单项满意率最高的是对住院时间的满意度,为92.6%;其次,是对医生和护理人员反应时间的满意度,分别为67.2%和68.9%;最低为等待住院时间为51.2%。结论：必须加强各诊疗时间的管理,提高患者满意度。     

现代医学模式下广州地区医院病人满意度调查与分析

[目的]为了解在医院临床医生诊疗和护士护理过程中，哪些内容和环节不符合现代医学模式的新要求，需要进一步改革，以促进现代医学模式下广州地区医院的发展。[方法]围绕医生诊疗过程和护士护理过程中影响满足病人“身体、心理、社会适应能力”三个维度上健康要求的环节，设计病人满意度调查问卷，立足于广州医院展开调查。[结果]广州地区医院普遍存在着过于强调药物或手术治疗的运用、过于强调生化指标的控制、而忽视对病人整体生活质量（心理和社会适应能力）改善的情况。[结论]应该深化对生物一心理一社会医学模式观念及要求的认识，深化对致病因素、临床医学目的、医学知识体系和医患关系的认识。建立一套新的、与现代医学模式相配套的临床架构系统。     

医院后勤员工满意度调查实践与探索

目的：为补齐短板,提升服务质量,探索建立合理的医院后勤满意度调查体系。方法：通过综合分析某大型医院后勤5年来满意度调查工作的开展方式和效果,将调查工作中需要重点关注的内容进行了归纳讨论,并结合国内外先进管理理念,提出改进的设想和建议。结果：共归纳讨论出需重点关注内容5项,主要为测评模型架构与评价量表,调查频次,问卷回收量,统计分析与评价以及整改落实方法等。结论：参照CCSI建立医院后勤服务员工满意度测评模型,结合实际不断修正模型与评价指标,是建立合理的医院后勤满意度调查体系的基础要素,在模型架构基础上,优化调查频次,提升有效问卷回收量,多角度多维度持续分析调查数据,采用PDCA、网格化管理工具,建立数据库,持续整改,是建立合理的医院后勤满意度调查体系的关键要素。     

Inpatient and ambulatory patient satisfaction with nursing care

This study reports on the development and psychometric testing of inpatient and ambulatory patient satisfaction scales designed to measure patient satisfaction using the standards of nursing practice within a medical center. The surveys were administered to patients 4-6 weeks after discharge from the hospital or following a clinic visit. A total of 619 inpatient and 955 ambulatory patient questionnaires were analyzed. Factor analyses suggest there exist four scales for inpatient satisfaction anf five scales for outpatient satisfaction with high reliability and reasonable validity.     

患者满意度调查方法改进及效果评价

通过对患者满意度调查内容、调查方法、调查方式的改进,使患者满意度调查较全面、真实地反映医疗、服务过程中的信息,成为医疗质量和服务质量持续提升的有效抓手。改进后的患者满意度调查消除了病人的顾虑和来自医院的干扰,避免了外界因素的影响,能够表达真实的信息。同时,注重质量管理过程的调查结果,为医院管理提供了真实、可靠的依据。     

临床医疗服务水平评价方法研究

对医院各临床专业的医疗服务水平做出客观的评价,有助于医院和医生了解自己医院及其他医院的医疗服务状况和技术发展水平,同时也有助于指导患者选择合适的医院和临床科室就医.通过专家访谈和问卷调查,从服务能力、技术结构、诊疗结果、患者满意度和医师认同度五个方面,构建了临床专业医疗服务水平的评价指标体系,具体评价方法采用综合加权指数法.对心内科、妇科和泌尿外科三个专业细化了评价指标.     

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。     

Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital.

OBJECTIVE: . The aim of this study was to assess clinical staff's opinions on the results of in-patient satisfaction surveys and their use within the quality improvement process. SETTING: The institution is a 2200-bed teaching hospital of tertiary health care employing 8000 professionals. Patient satisfaction surveys are carried out each year using a validated questionnaire mailed to a random sample of patients. The specific results of each department are sent to the medical and paramedical managers. METHODS: We conducted a questionnaire survey on 500 care providers randomly selected in every medical and surgical department. RESULTS: A total of 261 questionnaires were returned and analysed. Overall, 94% of responders had a favourable opinion of the patient satisfaction surveys. They considered that the patient was able to judge hospital service quality, especially in its relational, organizational, and environmental dimensions. The specific results for the department were less well known than the overall hospital results (60 versus 76%). These results were formally discussed in the department according to 40% of responders; 40% declared that these data resulted in improvement actions and considered that they led to modifications in their behaviour with patients. CONCLUSIONS: Despite a declared interest in satisfaction surveys, the results remain underused by hospital staff and insufficiently discussed within teams.     

Comparison of questionnaires determining patient satisfaction with medical care.

This study compares the results of previously developed patient satisfaction questionnaires which quantitatively assessed the personal attitudes of 59 patients toward their medical care. These patients, hospitalized for acute myocardial infarction, were admitted to the intensive care unit of a community hospital in southern Ontario, Canada. The questionnaires were completed by these patients at four and six months post-myocardial infarction. This quantitative assessment of patient satisfaction, as indicated by Hulka and Ware questionnaires, provided data to compare the relative effectiveness of these questionnaires in measuring satisfaction. Generally, these questionnaires were reliable (r = .64, r = .59) and evidence of criterion concurrent validity was noted (r = .75-.81). Both questionnaires have comparable results concerning the prevalence of dissatisfaction (0-7 percent).     

Quality management in professional medical practices: are there effects on patient satisfaction?

Aim

It is possible to quantify the impact of medical care in specialised medical centers by measuring patient satisfaction. Modern quality management systems use this process as a part of result evaluation in the practice. This study describes an investigation of the influence of quality-management measures on patient satisfaction in ten specialist medical practices.

Subject and methods

One hundred patient questionnaires were issued between 2010 and 2011 in ten medical specialists practices before and after improvement of the quality management system. The evaluation of the patients were analysed using a Utest. By correlation analysis correlations between specific quality management activities and items of the patient questionnaire were identified.

Results

The results of the study indicate a generally positive reaction of patients to the improvement in the quality management of selected items. But in the totality of all practices, no clear improvement in patient satisfaction could be measured. There were weak but statistically significant correlations between specific quality-management-measure improvements and improvement of the patient questionnaire items identified.

Conclusion

No significant improvements in patient satisfaction, which can be attributed directly to improvements in quality management, have been found by the study. But there were clues to correlations of specific quality-improvements and patient satisfaction issues. These can be used for directed quality management measures in practice and as a controlling tool of practice management regarding the evaluation of patients inside and on on-line doctor review sites.     

Patient satisfaction with family physicians and general internists: is there a difference?

Although general internists and family physicians see similar types of patients, they have been found to have different styles of practice. It is not known whether these differences in practice style are associated with differences in outcomes of care such as patient satisfaction. This study examined whether patients of family physicians and general internists have different perceptions of the care they receive. National samples of recently trained family physicians and general internists were asked to complete questionnaires about their practices and to record information on all patient encounters during a three-day period. Three patients were randomly sampled from among those seen by each physician during the study period and were sent questionnaires that included questions about their satisfaction with the medical care they were receiving from the physician. Two hundred thirteen adult patients who saw 124 family physicians and 218 adult patients who saw 98 general internists participated in this study. Patients of general internists and of family physicians reported similar levels of satisfaction on all four dimensions measured (access, humaneness, quality, and general satisfaction) even after controlling for the effects of a variety of patient, practice, physician, and encounter characteristics. It is concluded that the fundamental differences in practice style that have been reported between family physicians and general internists do not seem to be associated with differences in patient satisfaction.     

Assessment of patient satisfaction for the improvement of emergency medical services

Quality expectations of emergency medicine are not fully formed yet. However, client satisfaction examinations proved to be a valid tool for assessment of different parts of medical care. To define process parameters turning to efficiently expand of maintenance-quality the authors developed and applied a client satisfaction questionnaire in Szent Imre Hospital Emergency Department. Answers for client satisfaction questionnaire collation of characteristics of patients' demographic data, sociological situation, and quality of life were studied by multinomial regression analysis in a prospective pilot study. The returned questionnaires were represented in 28% of the examined patient group. To achieve the greatest improvement in patients satisfaction, painkilling, patients information, and inter-relationship between patients and providers would be corrected in the emergency department. Compound client satisfaction questionnaire was proved to be a susceptible tool for identified the relevant pars of the process quality.     

运用ServQual量表评价医院医疗服务质量

目的 测评医院患者和职工的感知服务质量,了解患者就诊和职工工作满意程度,提升医疗服务质量。方法 根据ServQual量表5个维度定义设计患者组与职工组两套量表,每套量表共设22个问项的问卷调查表,分别对医院门诊、住院患者和职工发放问卷,并让职工填写患者卷自评对患者提供的服务质量,用数据SPSS20.0统计分析。结果 患者卷和职工自评卷5个维度感受满意。职工卷有形性感受满意,移情性和可靠性感受性差,保证性与响应性感受性次之。女职工较男职工感受性好,30～49岁组职工感受性差,临床一线职工感受性差,其中以医技人员和医生为突出。结论 医院应保护职工利益、需求,合理安排工作时间与强度。提升职工感知服务质量更能提升患者感知的医疗服务质量。