患者满意度调查对医院管理的作用

目的通过住院患者对医护人员服务态度、医疗护理质量、住院环境、是否存在滥收费现象及心理指导的满意度调查,研究患者满意度调查对医院管理的作用。方法对2009年1～2月与11～12月接受满意度调查的住院患者进行回顾性分析。结果患者满意度调查开展前后,实验组医护人员操作、医护人员服务态度、病区环境、是否存在滥收费及心理指导等方面内容评分均高于对照组,两组比较差异有统计学意义(P<0.05);且实验组投诉率较低。结论患者满意度调查可以提高患者对医院的满意度,降低投诉率,及时发现工作中存在的问题。医院应注意提高医护人员的操作及服务态度,杜绝滥收费现象,并定期对患者进行心理指导,加强患者对医院的信任,利于医院的管理。

The effect of the survey for patients' satisfaction for management of hospital

Objective By the survey of attitude of inpatients medical services,health care quality,hospital environment,the existence of the phenomenon of overcharging and psychological guidance satisfaction,to study the effect of the survey for patients’ satisfaction for management of hospital.Methods The satisfaction survey received by inpatients from January to February of 2009 and from November to December of 2009 were analyzed retrospectively.Results Satisfaction survey were conducted before and after the experiment,the medical operations,medical service,the ward environment,the existence of excessive fees and other aspects of psychological guidance scores in the experimental group were higher than the control group.the difference was statistically significant(P <0.05),and the complaints of the experimental group was low.Conclusion Patients’ satisfaction surveys for hospitals can improve patients’ satisfaction,reduce complaint rates,detect problems in the work timely,targeted to solve the problem.Hospital staff should focus on improving operations and service to eliminate the phenomenon of overcharging,and give psychological guidance for patients on a regular basis to strengthen the trust of patients to the hospital,which will help the hospital management.