肿瘤专科医院就诊患者满意度调查分析

Zhongxiyi Jiehe Huli (Zhong-Yingwen Ban)

王镜茹¹ 

关键词: 肿瘤医院;    患者满意度;    门诊;    住院;    医院环境;    医院管理;   

DOI  :  10.11997/nitcwm.201807021

学科分类：护理学

来源: Shanghai Jiao Tong University Press

【 摘 要 】

Abstract：Objective To investigate the patients' satisfaction in a specialist cancer hospital. Methods 〓A questionnaire based survey was conducted in 240 outpatients and 360 inpatients selected by stratified random sampling method in the Zhejiang Cancer hospital. The questionnaire assessed 6 dimensions which were service quality, service efficiency, service attitude, medical complaints, hospital environment and medical personnel integrity, totally 21 items. Results 〓According to the survey, the outpatient and inpatient satisfaction was in a good level. The highest score of outpatient satisfaction was(92.17±12.88)points(doctors' service attitude), and the lowest was(80.75±5.28)points(convenience of complaint channels). The highest score of inpatient satisfaction was(90.94±12.83)points(admission and discharge), and the lowest was(76.02±18.47)points(food supply in the canteen). Conclusion 〓The hospital administrators should focus on improving the patient's experience in the aspects of hardware facilities, convenience, and meals, consultation and complaints, and the formulation of a targeted patient satisfaction improvement scheme to improve patient satisfaction.

【 授权许可】

CC BY-NC