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目的了解成都市主城区犬伤门诊服务对象(病人)的满意度现状,分析提高满意度的方法。方法对成都市的21家犬伤门诊977名服务对象开展现场问卷调查,调查内容包括服务对象的一般情况(年龄、性别、职业和文化程度等)与满意度相关的医疗服务情况(就诊距离、医疗费用、医务人员的技术、态度、病人的知情同意和医院的环境、设施等)。采用Epidata3.02软件建立数据库,SPSS15.0软件进行数据分析。结果市级、区级和社区级门诊服务对象总体满意度差异有统计学意义(P﹤0.05);3个级别门诊在就诊距离、花费、环境、医务人员的病情解释和知情同意、免疫制剂的种类方面差异有统计学意义(P﹤0.05)。而在医务人员的态度和技术、门诊的设施设备方面差异无统计学意义(P﹥0.05);犬伤病人最满意的前3项服务依次是就诊距离、服务态度和技术;最不满意的前3项服务依次医疗花费、就诊距离和医疗设备。结论成都市犬伤门诊服务对象的满意度还有待进一步提高;各级医疗机构犬伤门诊应针对满意度评价的结果,加强管理,提高犬伤门诊的服务满意度。
Objective To understand the status quo of the outpatients (patient) satisfaction of dog outpatient clinics in the main urban area of Chengdu and to analyze ways to improve the satisfaction. Methods A questionnaire survey was conducted on 977 clients in 21 dogs’ outpatient clinics in Chengdu. The survey included the general information of the clients (age, sex, occupation, educational level, etc) and the satisfaction of the related medical services (distance to visit, Medical costs, medical technicians, attitudes, patient informed consent and hospital environment, facilities, etc.). Using Epidata3.02 software to establish a database, SPSS15.0 software for data analysis. Results There were significant differences in overall satisfaction among outpatients at city, district and community levels (P <0.05). The three levels of outpatient visits at the distance, cost, environment, medical staff’s interpretation and informed consent, The difference was statistically significant (P <0.05). There was no significant difference in the attitudes and technologies of medical staff and the facilities and facilities of outpatients (P> 0.05). The most satisfied with the first three services were the distance to visit, service attitude and technology, and the most unsatisfied The first three services followed by medical expenses, visiting distance and medical equipment. Conclusion Satisfaction degree of outpatients with inpatient outpatient in Chengdu needs to be further improved. Outpatient inpatient outpatients at all levels of medical institutions should pay attention to the results of satisfaction evaluation, strengthen management and improve the service satisfaction of outpatients with canine injuries.