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目的:了解门诊服务现状,为进一步改进服务质量、丰富服务内涵提供依据。方法:采用自行设计的门诊患者问卷调查表,随机抽取我院600名门诊患者进行服务需求的问卷调查。结果:对我院医疗技术、收费情况及服务态度的满意率分别为97.64%、68.01%、91.19%。在患者的就诊需求中,61.39%的患者希望出诊的医生是专家教授;66.3%的患者希望在就诊过程中能得到及时周到的导医服务。患者最不满意的因素是等候时间过长,占42.33%。结论:只有针对患者需求,提高服务意识、改善就诊流程,才能使门诊服务水平得以全面提高。
Objective: To understand the status quo of outpatient service and provide basis for further improving service quality and enriching service connotation. Methods: A self-designed outpatient questionnaire was used to randomly select 600 outpatients in our hospital to conduct questionnaires on service needs. Results: The satisfaction rates of medical technology, charges and service attitude in our hospital were 97.64%, 68.01% and 91.19% respectively. Among the patients’ requests for medical treatment, 61.39% of the patients wished to visit the clinic were experts and professors; 66.3% of the patients wanted timely and thoughtful doctor service during the visit. Patients most dissatisfied factor is the waiting time is too long, accounting for 42.33%. Conclusion: Only in response to patient needs, improve service awareness, improve the flow of treatment in order to make out-patient service levels can be fully improved.