【摘要】 医院实行综合服务满意度调查 ,旨在对医疗服务过程进行跟踪监测 ,通过调查、分析、整改、督查、落实这 5个环节 ,对影响服务质量的不利因素做好控制。从而加强医院管理 ,全面提高医疗服务质量。武汉市儿童医院结合近年来综合服务满意度调查的实际情况 ,将 1996年以来的调查结果作为依据 ,阐明了调查的对象、方法、内容以及影响服务质量的主导因素 ,论述了调查工作必须适应医疗卫生服务不断改善的发展趋势 ,改进与完善调查方法 ,加强教育与管理的体会 ,在实践中增强了医院质量管理的科学性和有效性。更多还原

【Abstract】 The purpose of conducting the survey on the customer satisfaction for comprehensive medical service was to follow and monitor the medical service process and to control the disadvantage factors that influenced the quality of service through five links, which were survey, analysis, feedback, reorganization and supervision. That helped to strengthen hospital management and improve the quality of medical service. With survey results of effect of service from 1996 and combined with the customer satisfaction for comprehensive medical service in recent years, we illustrated subjects, methods, contents and main factors influencing the quality of service and discussed survey work should be adapted in the trend of development of medical service improved constantly and improve and perfect the survey method, and experience of strengthening education and management. The scientificalness and effectiveness of hospital quality management was reinforced in practice. Authors′address Wuhan Child Hospital, Hubei Province, P.R.China.更多还原