医院服务水平相关因素调查分析

目的:研究医院服务和管理方面的问题,以加强和改善医院工作。方法:自编医院调查问卷,统一指导语,对327名医院员工与病人进行无记名问卷调查。结果:医院的人性化服务、诚信服务、管理水平、高效服务和员工的服务意识5项内容对医院服务水平的贡献率达62.3%,回归方程为Y(医院服务水平)=0.371 0.227 X1(人性化服务) 0.247X2(诚信服务) 0.207X3(管理水平) 0.160 X4(高效服务) 0.103 X5(员工的服务意识)。结论:医院的人性化服务、诚信服务、管理水平、高效服务和员工的服务意识对医院服务水平起着关键性的作用,须引起医院和员工的高度重视。

Investigation and Countermeasure of The Factors Related to The Hospital Service Level

Objective:Study the questions lay in the hospital service and management to improve hospital management.Methods:A questionnaire investigation of 327 employees and patients was made.Results:Five factors including humanistic service,honest service,management level,effective service,and employee's service idea are up to 62.3 percents to the contribution rates of hospital service level.The equation is: Y(hospital service lever)=0.371 0.227X_1(humanistic service) 0.247 X_2(honest service) 0.207 X_3(management level) 0.160 X_4(effective service) 0.103 X_5(employee's service idea).Conclusion:These five factors play important roles in the hospital service lever,and should be emphasized to the employee and hospital.