基于JCI标准的非技术质量患者满意度调查与分析

目的了解患者对医疗非技术质量服务的满意度及其影响因素,为质量改进提供依据。方法依据JCI标准设计调查问卷,对某院2010年3月～2011年2月的住院病人进行调查。结果医技人员、后勤人员服务态度较差;护士满意度明显低于医生满意度;送餐膳食服务、环境安全与卫生满意度较低,亟需改进。结论医院应注重医疗非技术质量服务的改进,可从改善后勤及医技人员服务态度、督促医护人员尊重病人权利、及时提供医疗费用清单服务、建立健全后勤服务评价制度及标准等入手。

Investigation and Survey of Patients Satisfaction on JCI Standards Based Non - Technical Auality Service

Objective To investigate patient satisfaction on non -technical quality services and related impact factors, and to provide evidence for service quality improvement. Method Questionnaire was designed based on JCI standard. From March 2010 to February 2011, patients from a hospital were recruited for survey. Result The medical technicians and logistics personnel services had poor service attitude ; satisfaction on nurse was significantly lower than that of doctors ; room meal services, environ- mental safety and health satisfaction was low and needed to be improved. Conclusion Hospitals should focus on the improvement of non - technical quality of medical services, which can be improved from aspects including the improvement of attitude of medi- cal technicians and logistics, respect for patients＇rights, to provide timely list of medical expenses, to establish and improve the logistics system and standards.