基于JCI标准对病人非技术质量满意度调查

摘要：目的：调查分析病人及家属对医院非技术质量服务的满意度。方法：根据JCI标准从七方面设计调查问卷内容，对广东某三甲医院44个病区住院病人及家属从2010年3月-2011年2月进行随机问卷调查并分析。 结果：病人及家属对服务态度的满意度排序是医生＞护士＞医技人员＞后勤人员；病人及家属对沟通、权利、隐私方面满意度排序是医生＞护士；病人及家属对“日清单”服务及后勤服务满意度排序是清单服务＞陪检服务＞环境安全＞后勤膳食服务。结论：医院在注重提高医疗技术水平的同时应注重医院非技术质量的提高，参考病人满意度结果，改善满意度较低的非技术质量服务如服务态度、环境卫生、设施安全、陪检膳食服务等，满足病人的需求，提高医院整体医疗服务质量。

The Investigation of Satisfactory Degree of Emergent Cases with Non-technical Quality Based on JCI Standard

In order to investigate and analyze the satisfactory degree of emergency case with non-technical service quality,provide the base for the improvement in emergency service in a hospital,and based on JCI standard and the questionnaire designed with some of the standards and requirements,the emergency cases were given random questionnaire survey in a comprehensive hospital of three A in Guangdong Province.The survey showed that there was the lowest satisfactory degree with emergency environment,and patient's p...