医院顾客满意度问卷设计与预调查

目的：探讨医院顾客满意度调查问卷的设计及其预调查。方法：围绕医疗服务态度、效率、质量、医德医风、医疗收费、医院环境和饮食等顾客可感知的7个关键环节，设计30个调查项目，并对400例出院患者进行预调查。结果：调查问卷内部一致性Cronbash＇s α系数较高（0．991），题目的敏感性分析“Alpha if Item Deleted”值变化幅度很小（0．955—0．959），各单项与总体满意度之间具有较强的相关性（0．62—0．89），经因子分析，因子载荷与结构和量表内容基本吻合。结论：本问卷具有较高的信度和效度，适用于医院顾客满意度调查。

Design of Questionnaire and A Pilot Survey on Hospital Customer Satisfaction Degree

Objective: To explore the design of a questionnaire and its use in a pilot survey on hospital customer satisfaction.Method: A questionnaire of 30 investigational items was designed to cover 7 areas of medical service where patients would have direct experience as attitude, efficiency,quality,ethics,cost,environment and food.It was used in a pilot survey of 400 former patients discharged from hospitalization.Results: The Cronbash's coefficient for internal consistency of the questionnaire was fairly high(0.991).Sensitivity analysis showed very small variation of value if item deleted(0.955~0.959) and a relatively strong correlation(0.62~0.89) between various single items and the overall degree of satisfaction.A factor analysis indicated that the factor load and structure were basically consistent with the contents of the questionnaire.Conclusion: The questionnaire has good reliability and validity,and it is suitable for use in hospital survey on degree of customer satisfaction.