【作者】 杨平；

【导师】 古丽巴哈尔；

【作者基本信息】 新疆医科大学 ， 社会医学与卫生事业管理， 2008， 硕士

【摘要】 目的:了解医院门诊及住院病人对医疗服务的满意度,更好地实现以病人为中心,提高服务满意度的目标;同时,通过对医务人员和科室主任工作满意度调查及访谈,了解其心理需求,以便采取相应的措施提高他们的积极性,从而更好地为病人提供高质量的医疗服务。方法:采用自行设计的调查问卷,以医院为基本抽样单位,对乌鲁木齐市五所三级甲等医院按科室(内科、外科、妇科、儿科、其他科室)进行分层抽样,再分别对病人、医务人员以及科室主任、院领导进行目的抽样。问卷采用连续区间标度法,按Likert五级量表记录满意度得分,将满意度选项的每个等级赋予相应分值,比较其得分情况。定性资料采用现场录音并记录的方式,及时将录音整理为文字与笔记核对纠错。结果:1)5个调查表测得的克朗巴哈α系数均在0.7以上,因子分析中,KMO值均大于0.7,每个条目均具有较高的负荷值。2)门诊病人和住院病人总体满意度无统计学差异,满意者(很满意+比较满意)均不到70%。并且,二者在选择医院看病的原因上基本一致,分别为距离近、质量好、服务态度好、有信赖的医生。病人社会人口学特征对满意度无影响。病人不满意的因素主要集中在医生是否讲解疾病相关的保健知识、检查等待的时间、投诉方便程度以及药费、检查费等收费项目上。3)医务人员对自己工作总的满意度不高,达到较满意以上者仅占35.6%,大多表示态度一般。与医务人员各个项目的满意度得分相比,科室主任的满意度得分相对较高。医务人员和科室主任不满意的因素主要是福利待遇、收入以及工作氛围等项目上。结论:1)本调查表的信度和效度较高,可尝试作为量表使用。2)从影响病人满意度的因素来看,提高医疗水平和医务人员整体素质、强化服务意识、规范医疗行为、改善就医环境等,是医院以病人为中心提高病人满意度的重要举措。3)根据影响不同医务人员满意度的因素,采取不同的管理措施及激励手段,以提高医务人员的工作积极性,从而提高医疗服务质量。更多还原

【Abstract】 Objective: The purpose is to know the degree of satisfaction of the hospital outpatient and inpatient for the medical service and to realize the target of taking patient as centre and improving degree of satisfaction on the medical service much better,at the same time,by investigating and interviewing the degree of satisfaction of medical personnel and the director of administrative on working, to know their need and to take appropriate measures improving their enthusiasm, thereby, to provide height mass medical serves for patients. Methods: This study adopts the investigation questionnaire that we ourselves design, taking hospital as the basic sampling unit, carrying out samples with layers according to different technical offices (medicine, surgery, department of gynecology, pediatrics) in five grade A hospitals in Urumqi.Then, carrying out the purposely sampling respectively from the patients, medical personnel and the directors of technical offices and the hospital leaders. The questionnaire adopts continuous siding-to-siding block scale law ,recording the score of degree of satisfaction according to five steps scale of Likert,giving every grade of degree of satisfaction appropriate value,and comparing it’s score. We get the describing data by recording the scene sound and taking notes, arranging the sound recording in time for characters and comparing it with the notes in order to avoid error. Results: 1) The Kaiser-Meyer-Olkin modulus is more than 0.7 in the 5 questionnaires. 2) There is no statistics difference on the total degree of satisfaction between outpatients and inpatients, satisfied persons (very satisfied + satisfied) are less than 70%. Moreover, they have basically the same reason in choosing the hospital to see a doctor that is the close distance, easy to give good service, the doctor who can be trusted. The society demography characteristic of patient has no effect on degree of satisfaction. The dissatisfied factors of patient concentrate mainly on not explaining pertinent health care knowledge about disease,the waiting time for examination ,the convenient degree for complaining and charge projects such as charges of medicine,examination fee,etc. 3)The medical personnel general degree of satisfaction on their work is not very high. The degree of satisfaction only accounts for 35.6% which reaches more satisfaction, most express the common attitude. Comparing with score on degree of satisfaction of other projects of medical personnel, the score on degree of satisfaction of the directors of technical offices is relatively higher. The dissatisfied factors of the medical personnel and the directors of technical offices are mainly the problems such as welfare benefits, income and job atmosphere. Conclusions: 1) The questionnaire has a higher message degree and effect degree and can attempt to be used as a scale. 2) According to the factors affecting patient’s degree of satisfaction, they are the important acts such as improving the medical treatment level and overall quality of medical personnel, strengthening serving mental consciousness, normalizing medical treatment behavior and improving medical environment, that the hospital takes patient as centre and improves patients’degree of satisfaction. 3) According to the factors affecting degree of satisfaction of different medical personnel, different administration measures and stimulating means should be adopted in order to improve the enthusiasm of the medical personnel on job and to thereby improve service quality on medical treatment.更多还原