【作者】 李杰；

【导师】 盛婉玉； 席照平；

【作者基本信息】 燕山大学 ， 公共管理硕士（专业学位）， 2020， 硕士

【摘要】 宏观上看,各地的三级医院进一步加大对患者满意度的关注度是势在必行之举。就秦皇岛市而言,以R医院为代表的本地医院面临着巨大的外部竞争压力,提高患者满意度以满足本地及周边群众就医就诊需求,已成为该医院的当务之急。因而,通过系统分析找出R医院自身在医疗服务中的差距和不足,思考其对满意度造成的影响,既是进一步提高质量落实国家相关政策文件要求的需要,也是提升R医院自身在本地,甚至是京津冀地区医疗服务的行业竞争力的要求。本文使用文献研究法、问卷调查法等方法,以公共管理学的理论为基础,就秦皇岛市R医院患者满意度的问题进行了研究。本文在简要介绍选题的背景意义及国内外研究现状的基础上,首先阐述了本选题相关的满意度的相关概念和所应用的公共服务理论、需求层次论等基础理论,对影响患者满意度的六方面因素进行了归纳。随后总结了秦皇岛市R医院的基本情况和近年来提升患者满意度的做法,在明确患者满意度的影响因素的基础上,基于患者满意度的秦皇岛市R医院服务现状进行分析,结合R医院患者满意度问卷调查,通过数据解读指出导致R医院患者满意度不高所反映的对医疗保健基本认知存在偏颇、难于适应复杂的就医流程、对医务人员服务态度抱有不满情绪、在医疗后勤服务的需求没有满足、医疗收费水平压力较大等五方面问题,思考导致这些问题的原因。再次,文章归纳了境内外公立医院医疗服务概况以及在提升患者满意度中的做法,对可借鉴的经验进行了归纳。最后,文章针对导致问题的原因,从进一步加快转变政府职能、多维度改善R医院现行管理模式、全方位提升医护人员综合素质、切实改善医院就医环境四个方面探索了提升R医院患者满意度的措施。更多还原

【Abstract】 From a macro point of view,it is imperative for tertiary hospitals in various regions to further increase their attention to patient satisfaction.As far as Qinhuangdao City is concerned,the local hospitals represented by R Hospital are facing tremendous external competitive pressure.Improving patient satisfaction to meet the needs of local and surrounding people for medical treatment has become a top priority for this hospital.Therefore,to find out the gaps and deficiencies in the medical service management of R Hospital through systematic analysis,and to consider the impact on satisfaction,is not only the need for further high-quality implementation of relevant national policy documents,but also the improvement of R Hospital itself in the local area.It is even the requirement of the industry competitiveness of medical services in the Beijing-Tianjin-Hebei region.This article uses literature research methods,case analysis methods and other methods,based on public service,satisfaction,and hierarchy of needs in public management,to study the problem of patient satisfaction in Qinhuangdao R Hospital.Based on a brief introduction to the background meaning of the topic and the current research status at home and abroad,this article first explains the related concepts of satisfaction related to the topic and the basic theories such as the public service theory and the hierarchy of needs that affect the satisfaction of patients.The six factors of degree are summarized.Then summarized the basic situation of Qinhuangdao R Hospital and the practice of improving patient satisfaction in recent years.On the basis of clarifying the influencing factors of patient satisfaction,Qinhuangdao R Hospital service status based on patient satisfaction was analyzed,combined with R hospital patients Satisfaction questionnaire survey,through data interpretation,pointed out that the basic cognition of medical care reflected by the low patient satisfaction of R hospital,difficult to adapt to the complicated medical treatment process,dissatisfaction with the service attitude of medical staff,in the medical logistics There are five problems,such as unsatisfied service demand and high pressure on the level of medical fees.Think about the reasons for these problems.Third,the article summarizes the medical service overview of overseas public hospitals,expounds the practice of domestic public hospitals in improving patient satisfaction,and summarizes the experience that can be used for reference.Finally,aiming at the causes of the problems,the article explores measures to improve patient satisfaction in R hospitals from four aspects: further accelerating the transformation of government functions,improving the current management model of R hospitals in multiple dimensions,improving the overall quality of medical staff,and effectively improving the hospital’s medical environment.更多还原