|
|||||
|
|
| 基于不同就诊环节的门诊患者满意度调查及流程改造 | |
| 引用本文： | 吉训明,郑向君,张树雷,于兴泉,田耕. 基于不同就诊环节的门诊患者满意度调查及流程改造[J]. 中国医院, 2010, 14(6): 13-15 |
| 作者姓名： | 吉训明 郑向君 张树雷 于兴泉 田耕 |
| 作者单位： | 1. 首都医科大学宣武医院,100053,北京市宣武区长椿街45号 2. 胜利石油管理局建翔医院,256606,滨州市渤海五路810号 3. 滨州医学院附属医院,256603,滨州市黄河二路661号 |
| 摘 要： | 目的：明确患者就医需求并获得各环节的具体评价,为就诊流程再造提供思路。方法：一对一访谈形式完成调查问卷。结果：患者对医疗质量表示满意,对时间满意度低于服务态度。讨论：总结影响服务满意度的因素,探讨对策,进行针对性的优化和整改,以提高医疗服务质量。 |
| 关 键 词： | 满意度 门诊 流程再造 |
Study on patient satisfaction measurement and outpatient service process reengineering based on different treatment chains |
|
| JI Xunming,ZHENG Xiangjun,ZHANG Shulei,et al Xuanwu Hospital,Capital Medical University,No.,Changchun Street,Xuanwu District,Beijing,,PRC. Study on patient satisfaction measurement and outpatient service process reengineering based on different treatment chains[J]. Chinese Hospitals, 2010, 14(6): 13-15 | |
| Authors: | JI Xunming ZHENG Xiangjun ZHANG Shulei et al Xuanwu Hospital Capital Medical University No. Changchun Street Xuanwu District Beijing PRC |
| Affiliation: | JI Xunming,ZHENG Xiangjun,ZHANG Shulei,et al Xuanwu Hospital,Capital Medical University,No.45,Changchun Street,Xuanwu District,Beijing,100053,PRC |
| Abstract: | Objectives:To understand the patients' demands and their evaluation on the service quality and to provide foundation sources for outpatient service process reengineering. Methods:In-depth interview with structured interview outline was used. Results:86 percent of the interviewed patients satisfied with the medical care at outpatients departments. The satisfaction rate on waiting time was lower than consumer satisfaction rate. Conclusions:The influence factors of patient's satisfaction rate were summarized a... |
| Keywords: | patient satisfaction rate outpatient process reengineering |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ | |