摘要
目的:在互联网医院背景下,构建某三甲医院随访系统中患者满意度指标体系,以获取影响患者满意度关键因素。方法:采用基于Kano模型方法设计、分析问卷数据,通过识别患者需求及影响患者满意度的关键要素。结果:最终确立患者满意度指标体系一级指标共7个,二级指标18个。结论:患者满意度指标体系的构建,有利于医护人员以及科研人员了解随访系统患者满意度现状,探索当前医院随访系统以及随访工作的不足和问题,为改善医院随访系统、改进随访工作提供参考。
Objective: In the context of Internet hospitals, this paper constructs a patient satisfaction index system in a Grade Ⅲ Level A hospital follow-up system to obtain the key factors influencing patient satisfaction. Methods: A method based on the Kano model was used to design and analyze the questionnaire data, by identifying the patient needs and the key elements affecting patient satisfaction. Results:This paper finally established a total of 7 primary and 18 secondary indicators of the patient satisfaction index system. Conclusion: The construction of the patient satisfaction index system is beneficial for medical and nursing staff as well as researchers to understand the current situation of patient satisfaction in the follow-up system, explore the shortcomings and problems of the current hospital follow-up system and follow-up work, and provide a reference for improving the hospital follow-up system and improving the follow-up work.
作者
柯佳
张婷婷
陈潇君
KE Jia;ZHANG Tingting;CHEN Xiaojun(School of Management,Jiangsu University,Zhenjiang,Jiangsu Province,212001,PRC)
出处
《中国医院》
北大核心
2023年第3期5-9,共5页
Chinese Hospitals
基金
国家自然科学基金面上项目(61976107)
江苏省医院协会医院管理创新研究课题(JSYGY-3-2021-461)
镇江市政策引导计划(软科学研究)项目(RK2022004)。
