基于秩和比法的门诊患者满意度分析

目的:了解门诊患者对医院门诊工作的满意度。方法:采用秩和比法(RSR法)对就诊的门诊患者满意度进行分析。结果:药房工作人员态度、等候检查时间、等候医生诊治时间RS赞R值在0.4580以下;等待挂号时间、等待验报告时间、等候划价时间和等候领药时间RS赞R值为0.4580。结论:等待时间长是制约门诊患者满意度的关键因素。医院应该大力实施就诊便捷服务,满足就诊者的"时间需求",提升患者对医院门诊工作的满意度。

An analysis of outpatients' satisfcation by RSR method

Objective: To investigate the outpatients’ satisfaction towards outpatient service of the outpatient department. Methods: The outpatients’ satification was analysed by RSR method. Results: The RSR value of the pharmarcy staff members’ attitudes towards patients, of the time for patients waiting for medical examination, and of the time for doctors’ diagnoses and treaments is below 0.4580.The RSR value of the time for patients waiting for registration, for medical analysis reports, for providing medicine prices and for taking medicine is below 0.4580. Conclusion: The length of patients’ waiting time is the key factor to reduce the outpatients’ satisfaction. The hospital should try their best to provide convenient medical service to satisfy the patients "limted time", thus improving patients’ satisfaction.