| 住院患者服务满意度调查和分析 |
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| 引用本文： | 秦峰,叶妮娜.住院患者服务满意度调查和分析[J].中国农村卫生事业管理,2009,29(12):899-900. |
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| 作者姓名： | 秦峰 叶妮娜 |
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| 作者单位： | 中国人民解放军第一○五医院,安徽,合肥,230031 |
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| 摘 要： | 目的：通过对某三甲医院服务满意度调查的研究，从医院整体服务的宏观角度了解医院住院患者满意度，为更好提高服务质量提供科学依据。方法：采用调查问卷、个人访谈等对某三甲医院随机抽取50名住院患者进行的调查。结果：服务流程、护理服务、诊疗服务、后勤服务、服务能力、患者被服务满意感6个方面经过加权后得总服务满意度分数为：2．63002，得分由高到低排序为：护理服务、诊疗服务、服务流程、服务能力、患者被服务满意感、后勤服务，分值分别为2．7245、2．7177、2．6907、2．592、2．571、2．4357。结论：医院服务工作良莠不齐，在诸多方面是需要改进的。
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| 关 键 词： | 住院患者 服务满意度 调查 |
Service satisfaction of inpatients in a first-rate hospital in China |
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| QIN Feng,YE Ni-na.Service satisfaction of inpatients in a first-rate hospital in China[J].Chinese Rural Health Service Administration,2009,29(12):899-900. |
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| Authors: | QIN Feng YE Ni-na |
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| Institution: | (The 105th Hospital of PLA,Hefei 230031 ,China) |
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| Abstract: | Objective To explore service satisfaction of inpatients in the 105th Hospital of PLA so as to provide scientific basis for improving health service. Methods Questionnaire and interview were conducted among 50 inpatients randomly selected in a first rate hospital in China. Results After weighted, the total score of service satisfaction is 2. 63002. Scoring from high to low ranking,the scores of six items including nursing,medical service ,service process, service capacity, inpatients＇ satisfaction and logistics are 2. 7245, 2. 7277, 2. 6907, 2. 592, 2. 571 and 2.4357, respeetivelv. Conclusions Health service in the hosDital is to be improved in many asnects. |
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| Keywords: | inpatient service satisfact ion investigation |
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