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目的了新疆某三甲综合性医院门诊患者满意度情况,探讨影响门诊患者满意度的主要因素,改进医院门诊服务质量。方法随机对2014年3月-2015年5月1300名18-69岁的门诊患者采用自行设计的问卷调查表进行调查,调查内容包括患者人口学特征、患者对就诊环境、就诊流程及医疗服务等4个方面内容满意度,采用SPSS 17.0软件对数据进行统计分析。结果门诊患者总体满意度为(4.00±1.00),其中对环境的满意度为(4.12±0.93),对流程的满意度为(3.97±1.00),对医疗服务的满意度为(4.07±0.94)。结论我医院应做好医疗资源配置规划,优化流程,缩短患者候诊时间,提高各个环节服务质量。
Objective To evaluate the satisfaction of outpatients in a trigeminal general hospital in Xinjiang and to explore the main factors affecting the satisfaction of outpatients and to improve the quality of outpatient services. Methods From March 2014 to May 2015, 1300 randomly selected outpatients between the ages of 18 and 69 were surveyed by self-designed questionnaire, including the characteristics of patient demographics, the patient’s treatment of the environment, treatment flow and medical services Four aspects of content satisfaction, the use of SPSS 17.0 software for statistical analysis of the data. Results The overall satisfaction rate of outpatients was (4.00 ± 1.00), satisfaction with environment was (4.12 ± 0.93), satisfaction with process was (3.97 ± 1.00) and satisfaction with medical service was (4.07 ± 0.94) . Conclusion My hospital should make medical resources allocation planning, optimize the process, shorten the waiting time of patients and improve the quality of service in all aspects.