摘要
目的满足患者的医疗服务需求,提高患者对门诊工作的满意度。方法由门诊各科室叫号员对就诊完毕的患者发放自行设计调查问卷,回收后对有效问卷进行分析。结果通过分析发现就诊患者大部分为亲友介绍和家住附近,"三长一短"问题仍是影响患者就诊的主要因素,患者希望接诊的医师是教授,在选择医师时最重视医师的经验和认真程度,患者认为到医院就诊最重视的是医疗技术,迫切希望医院降低收费,缩短就诊检查等候时间等问题。结论为了改善医院门诊管理水平、提高服务质量,医院应加大宣传、提高知名度,加强管理、提高质量,优化流程、方便就诊,改善就诊环境、提供优美服务。
Objective To meet the medical needs of patients and improve patient satisfaction with out-patient work.Methods Self-designed questionnaires were handed out to outpatients by their number after their completion of medical treatment,and valid questionnaires were analyzed after retrieve.Results Outpatients were the majority of friends and relatives introducing and those who lived near.The problem of ＇three long one short＇ was the major factor in medical treatment.The patients would like the reception doctors be professor.The doctors of good technolgoy and serious attitude were the main choices of patients.The patients were eager to reduce fees and shorten the waiting time for medical examination and other issues.Conclusions In order to further improve the level of outpatient management and service quality,hospital should step up publicity to raise awareness,strengthen management to improve medical quality,optimize processes to facilitate treatment,and improve the medical care environment to provide good service.
出处
《解放军医院管理杂志》
2010年第3期270-272,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
需求
门诊
分析
demand
outpatient
analysis
