摘要
目的调查分析超声科就诊患者心理需求,提出优质服务策略,探讨基于患者心理需求的优质服务策略在提高患者满意度方面的意义。方法采用自行设计的超声科就诊患者心理需求调查问卷对2024年1—6月在重庆医科大学附属大学城医院超声科就诊的336例患者进行问卷调查,分析总结患者心理需求,提出优质化服务策略,比较实施优质化服务策略前后患者满意度。结果问卷结果显示超声科就诊患者对16项心理需求率均在85.42%以上。满意度问卷调查结果显示,实施优质服务策略后,患者对超声科环境卫生、预约就诊流程、前台解决问题、前后服务态度、医生诊断水平、医生服务态度、优先检查标准、隐私保护、候诊时长、医患沟通、注意事项告知、报告解读、合理建议的满意度分别为99.67%、99.33%、99.00%、99.67%、99.67%、99.67%、99.33%、99.33%、99.00%、99.33%、99.00%、99.67%、99.67%,均高于实施前的93.55%、95.16%、93.01%、85.48%、93.01%、93.55%、92.46%、90.32%、91.96%、93.55%、90.32%、91.40%、89.86%,差异有统计学意义(P<0.05)。结论基于患者心理需求的优质化服务策略可提高超声科患者满意度。
Objective To investigate and analyze the psychological needs of patients with ultrasound department,propose highquality service strategies,and discuss the significance of patient satisfaction with high-quality service strategies based on patients'psychological needs.Methods A self-designed questionnaire on the psychological needs of patients visiting the ultrasound department was used to conduct a questionnaire survey among 336 patients who visited the department of ultrasound of University-Town Hospital of Chongqing Medical University from January to June 2024.The psychological needs of patients were analyzed and summarized,the high-quality service strategies was put forward,and the patient satisfaction before and after the implementation of high-quality service strategies was compared.Results The questionnaire results showed that the psychological demand rate of 16 items for ultrasound patients was above 85.42%.After the implementation of the high-quality service strategy,the satisfaction rates of patients with the environmental hygiene of the ultrasound department,the appointment process,the problem-solving at the front desk,the service attitude before and after,the diagnostic level of doctors,the service attitude of doctors,the priority examination standards,privacy protection,waiting time,doctor-patient communication,notification of precautions,report interpretation,and reasonable suggestions were 99.67%,99.33%,99.00%,99.67%,99.67%,99.67%,99.33%,99.33%,99.00%,99.33%,99.00%,99.67%and 99.67%,which were higher than 93.55%,95.16%,93.01%,85.48%,93.01%,93.55%,92.46%,90.32%,91.96%,93.55%,90.32%,91.40%and 89.86%before the implementation,the differences were statistically significant(P<0.05).Conclusion The high-quality service strategies based on patients'psychological needs can increase satisfaction with patients with ultrasound department.
作者
谢敏
王惠
崔丽清
钟毓
谢涛
丁晓亚
XIE Min;WANG Hui;CUI Liqing;ZHONG Yu;XIE Tao;DING Xiaoya(Department of Ultrasound,University-Town Hospital of Chongqing Medical University,Chongqing 401331,China)
出处
《中国卫生标准管理》
2025年第11期77-81,共5页
China Health Standard Management
基金
重庆医科大学附属大学城医院2024年党建项目。
关键词
超声科
心理
需求
优质服务
策略
满意度
ultrasound department
psychological
demand
highquality service
strategy
satisfaction
