【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。更多还原

【Abstract】 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.更多还原