[1]王鸿雁,李新茹,陈百芳.某医院患者满意度调查分析[J].西部中医药,2018,31(11):69-71.
　WANG Hongyan,LI Xinru,CHEN Baifang.Investigation into the Satisfaction Degrees of the Patients in a Hospital[J].Western Journal of Traditional Chinese Medicine,2018,31(11):69-71.
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某医院患者满意度调查分析()
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《西部中医药》[ISSN:2096-9600/CN:62-1204/R]

卷:
31
期数:
2018年11期
页码:
69-71
栏目:
出版日期:
2018-11-15

文章信息/Info

Title:
Investigation into the Satisfaction Degrees of the Patients in a Hospital
文章编号:
1004-6852(2018)11-0069-03
作者:
王鸿雁，李新茹，陈百芳
甘肃省妇幼保健院，甘肃 兰州 730050
Author(s):
WANG Hongyan, LI Xinru, CHEN Baifang
Gansu Provincial Maternity and Child-care Hospital, Lanzhou 730050, China
关键词:
患者; 满意度; 调查
Keywords:
patients;  satisfaction degree;  investigation
分类号:
R197
文献标志码:
A
摘要:
目的：对患者在住院期间和出院后的满意程度进行调查，为医院决策提供参考。方法：自行设计满意度调查表，围绕员工态度、对医护/服务程序的解释、效率、口碑等其他方面，从2012—2015年进行逐月问卷调查统计。结果：出院患者对各个科室的医生满意度最高，患者对保洁员的满意度较低。保洁员的满意度低于医生、护士。简化报销手续和缩短报销周期是患者最关注的焦点，高效率做事越来受到人们的欢迎。医院的口碑呈现较好态势，且呈逐年增长趋势。结论：医务人员能够做到时刻心存患者，期望给患者带来舒心感觉；需要加强保洁员的保洁工作，完善医院基础设施建设；医院各方面呈现良好发展趋势。
Abstract:
Objective: To provide the reference for hospital decision by surveying the satisfaction degrees of the patients during the hospitalization period and after leaving hospital. Methods: The satisfaction degree questionnaire was designed by themselves, centred on the staff's attitude, the explanation to doctor and nurses/service routine, efficiency, word of mouth others which were surveyed and counted from 2012 to 2015 month by month. Results: The discharged patients' satisfaction was relatively high with the doctors from different departments, and low with the cleaner. The satisfaction of cleaner was lower than that of the doctor and the nurses. Simplifying reimbursement and shortening the cycle were the focus that the patients were concerned about, high efficiency work has been welcomed by people. Public praise of our hospital presented better situation, and was in a increasing rate year by year. Conclusion: Medical staff should put themselves in the patients' place, and bring comfortable feelings to the patients; the cleaner's cleaning work needs to be enhanced, hospital infrastructure construction should be improved. All aspects of hospital have shown a good trend of development.

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备注/Memo

备注/Memo:
收稿日期：2017-10-20 作者简介：王鸿雁(1983—)，女，主管护师。研究方向：儿童急重症护理研究。
更新日期/Last Update: 2018-11-15