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目的通过对门诊顾客满意度调查,探寻门诊顾客就医流程和各环节的服务质量与真实需求之间存在的差距,发现问题,提出切实可行的整改措施,进一步加强门诊管理,有效提高门诊医疗服务质量,充分体现“以患者为中心”的服务理念,从而为患者提供“安全、有效、便捷、价廉”的优质医疗服务,增强医院竞争实力,促进医院可持续发展提供参考依据。方法采用十一等级刻度顾客满意度调查,向2010年7月-2010年9月就诊的门诊患者随机发放自行设计的调查问卷,由经过统一培训的调查人员进行面对面调查,共完成有效问卷500份。结果调查对象对医院提供的医疗服务各项满意度均大于8;对门诊输液室服务状况小于6。结论通过开展门诊顾客满意度调查分析工作,对持续改进门诊医疗服务质量、提升医院医疗质量管理水平、规范医疗行为、促进人力资源管理、推进医院的文化管理水平,是非常重要的。
OBJECTIVE To investigate the out-patient customer satisfaction process, find out the gap between the service quality and the actual demand of outpatients, find out the problems, propose feasible rectification measures, further strengthen the outpatient service management and effectively improve the outpatient medical service quality , Fully embodies the service concept of “patient-centered”, so as to provide patients with “high quality medical services with safe, effective, convenient and inexpensive”, enhance the competitive strength of hospitals and promote the sustainable development of hospitals. Methods The questionnaire of eleven-level scale customer satisfaction was randomly assigned to outpatients treated from July 2010 to September 2010. Self-designed questionnaires were randomly distributed. Investigators who received unified training conducted face-to-face investigations and completed 500 valid questionnaires . Results The respondents’ satisfaction with the medical service provided by the hospital was greater than 8; the service status of the outpatient infusion room was less than 6. Conclusions Through outpatient customer satisfaction survey and analysis, it is very important to continuously improve the quality of outpatient medical services, improve the quality of hospital medical management, standardize medical behaviors, promote human resources management and promote the level of hospital cultural management.