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].现代生物医学进展英文版,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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