| 赵春祥田立启△ 窦超孙君凤刘晓涵.医院社会满意度测评体系探讨与实践研究*[J].,2014,14(10):1969-1973 |
| 医院社会满意度测评体系探讨与实践研究* |
| An Exploratory and Practice on Evaluation System of Social Satisfactionon Hospital |
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| DOI： |
| 中文关键词: 医院社会满意度 测评体系 探讨与实践 |
| 英文关键词: Hospital management Social Satisfaction Evaluation System Exploratory and Practice |
| 基金项目:中国健康与养老追踪调查项目（CHARLS）国家自然科学基金项目（71130002） |
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| 中文摘要: |
| 摘要目的：探讨医院社会满意度测评体系，进行社会满意度调查，为医院提升社会满意度提出建议。方法：采用医院探索的社会
满意度测评体系，进行医院社会满意度调查。结果：医院社会满意度测评体系包括定量测评和定性测评。调查结果显示门诊患者
中对办卡、挂号、缴费服务的满意度（3.95）、住院患者住院费用知晓度（3.87）、患者医疗费用（4.27）的满意度较低。定性评价满意度
较低的主要有医患沟通和医生服务态度。结论：医院社会满意度测评体系能够比较系统地反映医院存在的问题。医院的总体社会
满意度处在较高的水平，但针对医患沟通、基本服务态度等问题需要引起医院管理者的重视。 |
| 英文摘要: |
| ABSTRACT Objective：To investigate the evaluation system of social satisfaction on hospital, which reflects social expectations,
and enhance the social satisfaction through survey.Methods： The satisfaction was studied by using the evaluation system of social
satisfaction explored by hospitals.Results：The evaluation system consists of two aspects quantitative evaluation and qualitative
evaluation. The results of quantitative evaluation show that the satisfaction of applying for a card, registration 3.95 guiding services 4.12
awareness of hospitalization expenses 3.87 and medical departments services 4.39 hospitalization expenses for discharged patients 4.37
medical treatment environment 4.41 were at lower levels; the doctor-patient communication and service attitude were lower than others
in qualitative evaluation of satisfaction.Conclusion： Social Satisfaction Evaluation System can systematically reflect the problems
existing in the hospital. We can find the problems in hospitals. Now the overall social satisfaction on hospitals is in a high level .But the
administrators should give more attention to the problems of doctor-patient communication, basic service attitude and so on. |
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