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目的分析出院病人满意度的调查结果.为医院改进医疗服务质量提供科学依据。方法收集某三级甲等医院2003年与2004年493份出院病人满意度调查回函.采用模糊综合评价法和SAS6.12软件,对调查项目的满意度进行分析和评价。结果两年之间的满意度差别有统计学意义(x2=14.16,P<0.0001)、2004年的总满意度高于2003年,说明针对调查结果进行的改进措施取得了成效。讨论模糊控制量作为出院病人满意度的评判值是切实可行的.并可依此查找出医疗服务质量的薄弱环节加以改进。
Objective To analyze the survey results of hospital discharge patient satisfaction and provide scientific basis for hospitals to improve the quality of medical services. METHODS: A total of 493 patient satisfaction surveys were collected from a tertiary care hospital in 2003 and 2004. The fuzzy comprehensive evaluation method and SAS6.12 software were used to analyze and evaluate the satisfaction of the survey items. Results The difference in satisfaction between the two years was statistically significant (x2=14.16, P<0.0001). The total satisfaction in 2004 was higher than in 2003, indicating that the improvement measures based on the survey results have yielded results. It is feasible to discuss the fuzzy control quantity as the judgement value of discharge patient satisfaction, and to find out the weak links of medical service quality and improve it accordingly.