摘要
目的了解门诊患者对就医服务感受度影响因素,以期提高患者满意度。方法现场问卷调查法、专家访谈法。结果患者在门诊过程中最为关注的是就诊流程、等候时间、就医环境、医德医风等因素,非常看重医护人员的服务规范和服务流程的便捷流畅。病情不同患者对等候时间要求不同,对医院熟悉程度不同的患者对就诊环境感受度不同。结论在门诊服务中为患者提供便捷流畅、规范化的服务,同时应注重患者的不同服务需求。
Objective To find out the attention of medical service factors, and to improve perception of patients＇ satis- faction. Methods Using scene investigation and expert interview method. Results Outpatients pay the most attention to 4 factors, including the services standard, expected wait time, medical service environment and professional attitude. Pa- tients of different diseases are different to require waiting time. Different degree of familiarity is different to environment feelings in out-patient. Conclusion The convenient and regulative service of outpatients should satisfy patients＇ different service needs.
出处
《中国医院管理》
2013年第7期34-35,共2页
Chinese Hospital Management
基金
上海市教卫党委系统党建研究重点项目(201215)
关键词
门诊患者
诊疗服务
感受度因素
outpatient, medical service, perception degree factor
