急诊患者满意度模糊综合评价

目的：探索影响医院急诊患者满意度的因素，为医院科学管理提供客观依据。方法：对某医院2003-2005年急诊患者或家属1564名进行问卷调查，进行模糊综合评价分析。结果：3年急诊患者满意率分别为90．16％、91．71％、92．56％，模糊评价总评分为J=0．7648、0．8961、0．9577，2005年诊疗环境与总体医疗服务质量模糊控制量占前两位（C=0．4843，0．2037）。结论：大多数急诊患者感到满意，且逐年提高，但诊疗环境与总体医疗服务质量有待进一步提高。

A Study on the Emergent Patients Satisfaction with the Method of Fuzzy Comprehensive Evaluation

Objective: To study the related factors about the satisfaction of emergency patients and provide objective basis for the scientific management of hospital.Methods: 1,564 emergent patients between 2003 and 2005 were investigated with questionnaires,the data were analyzed with the method of fuzzy comprehensive evaluation.Results: The rates of the emergent patients satisfaction in the three years were respectively 90.16%,91.71 % and 92.56% and the total scores of fuzzy comprehensive evaluation were 0.7648,0.8961 and 0.9577.The first two of fuzzy control quantity were respectively the hospital environment and general medical service quality in 2005.Conclusion: Most of emergent patients were satisfied and the rate of satisfaction increased year by year.But the hospital environment and medical care quality need to be further enhanced.