甘肃省庆阳市某三甲医院住院患者满意度调查

目的：了解甘肃省庆阳市某医院患者满意度现状,评价医院在服务态度、技术水平、医院环境等方面存在的问题,为提高医院整体服务质量提供客观依据。方法：运用自行设计的问卷,于2012年3月至2013年3月调查医院400名患者满意度,包括患者对医院整体环境、医务人员、护理人员的满意度情况。结果：庆阳市某医院患者对医务人员服务态度、护理人员执行医嘱的及时性、准确性,护理人员服务态度、护理人员入院宣教程度等较满意,所占比例分别为80.8%、94.5%、92.8%、87.3%,对医院布局、医护人员配置、治疗费用不满意,所占比例分别为82.7%、81.3%、76.0%。结论：患者对庆阳市某医院医务人员及护理人员满意度较好,但对整体医疗环境满意度不高,需进一步改善医院布局、医疗费用等。

On Satisfaction Degrees of Inpatients in a Tertiary Hospital of Qingyang Municipality

Objective： To offer objective evidence for improving comprehensive service quality of the hospital by understanding current state of inpatients satisfaction degrees in a hospital of Qingyang municipality and assessing the issues existed at the attitude, technical level, hospital environment and others. Methods： Satisfaction degrees of 400 patients were surveyed from March, 2012 to March, 2013 by self-design questionnaires, the contents contained the patients’ satisfaction degrees to whole environment, medical staff and nurses. Results： Inpatients in a hospital of Qingyang municipality were satisfied with attitude of medical staff, timeliness, accuracy of the nurses carrying out the orders, the attitude of the nurses and admission education of the nurses given to them, the ratios were 80.8%,94.5%, 92.8% and 87.3% respectively, unsatisfied with hospital layout, the composition of medical staff and medical costs, the proportions were 82.7%, 81.3% and 76.0%. Conclusion： Patients are satisfied with the attitude and service of the doctor and nurses, show lower satisfaction degree to medical environment, and we need to further improve hospital layout and medical cost.