| 引用本文: | | 高天昊,孔 璇,程春娣,王 静*.[cn_title][J].[journal_cn_name],2020,[volume]([issue]):364-367.[点击复制] |
| | Gao Tianhao,Kong Xuan,Cheng Chundi,Wang jing*.[en_title][J].[journal_en_name],2020,[volume]([issue]):364-367.[点击复制] |
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| 摘要: |
| 目的：了解该院门诊患者满意度评价现状，找到影响患者满意度的关键因素，进而发现医疗服务管理中的薄弱环节，为下一步改善医疗服务，提高患者满意度提供指导。方法：选择2018年11—12月门诊219名患者作为调查对象，采用描述统计和多元线性回归对数据进行分析。结果：患者满意度平均为（88.72±15.63）%；挂号人员服务态度和取药等候时间是患者最为关注、满意度低的两个维度。结论：医院要依托信息技术，优化诊疗流程，提升患者就医体验，推动医疗服务高质量发展。 |
| 关键词: 门诊 患者满意度 医患关系 |
| DOI： |
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| 基金项目:江苏现代医院管理研究中心医院管理研究课题（YSL-1-2018-012） |
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| Practice and Thinking of outpatients Satisfaction Evaluation in a certain grade-A tertiary hospital△ |
| Gao Tianhao,Kong Xuan,Cheng Chundi,Wang jing* |
| (MORALS Office，Medical services，Nanjing Drum Tower Hospital Affiliated to Nanjing University Medical School) |
| Abstract: |
| Objective：To understand the outpatient satisfaction and medical experience，find out the key factors affecting outpatient satisfaction，which in turn leads to find weaknesses in medical service management，and propose strategies for improving medical service. Methods：219 outpatients who visited the hospital from November to December in 2018 were selected；using the analysis of descriptive statistics and multivariate regression. Results：The overall satisfaction rate of outpatients was（88.72±15.63）%；service window staff attitude and waiting time for the dispensing window were most concerned by patients but low satisfaction. Conclusion：Hospital should use technology to optimizes the treatment process，promote medical service，improve patient medical experience，and boosts the medical service improving with high quality. |
| Key words: outpatients,patient satisfaction evaluation,doctor-patient relationship |
