患者满意度测量方法探讨 |
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引用本文: | 姜良美,郭继志,胡善菊,王建伟,王伟,吴炳义. 患者满意度测量方法探讨[J]. 中华医院管理杂志, 2008, 24(11) |
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作者姓名: | 姜良美 郭继志 胡善菊 王建伟 王伟 吴炳义 |
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作者单位: | 潍坊医学院卫生管理学院,山东省潍坊市,261042 |
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摘 要: | 分析了当前患者满意度研究的现状,根据医疗服务的特殊性提出适合我国国情的患者满意度模型,结合实证研究建立了患者满意度评价指标体系,内容包括患者需求结构、评价项目以及项目的权重、等级,并对患者满意度调查的实施程序进行了探讨.指出科学的测量方法是患者满意度评价实施的前提和保证,有利于评价的标准化,有助于医院了解患者,以便采取有针对性的措施来提高患者满意度.
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关 键 词: | 患者 满意度 评价指标 体系 |
On the measurement methodology of patient satisfaction |
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Abstract: | This thesis analyzes the current study on patient satisfaction, and introduces a patient satisfaction model to fit the specifies of medical services in hospitals in China. Based on a demonstration research, it established an evaluation index system for patient satisfaction. Such a system covers patient requirements makeup, evaluation items, the weight and grading of these evaluation items. It puts that a scientific measurement method assures a successful patient satisfaction evaluation, facilitates its standardization, and helps the hospital in question to know better its patients, which may suggest specific measures to improve patient satisfaction. |
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Keywords: | Patients Satisfaction Evaluation index System |
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