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目的:调查社区居民和患者对上海市某中西医结合医院医疗服务满意度,为医院改善医疗服务提供决策信息。方法:对医院所在区域的社区居民和患者进行了满意度及就诊行为等相关问卷调查。结果:2015年医院门诊和住院患者对医疗服务的满意率显著高于区域内的社区居民,且高于上海市三级综合医院的平均水平。此外,居民选择医院的主要原因是距离近。结论:医院应提高社区居民认可度,形成具有中西医结合特色的医院品牌,调整医疗服务定位。
Objective: To investigate the satisfaction of community residents and patients with medical services in an integrated traditional Chinese and western medicine hospital in Shanghai and to provide decision-making information for hospitals to improve medical services. Methods: The community residents and patients in the area where the hospital was located were surveyed for satisfaction and visiting behavior. Results: In 2015, outpatient and inpatient satisfaction rate of medical services was significantly higher than that of community residents in the region and higher than the average level of Shanghai Third Grade General Hospital. In addition, residents choose the hospital’s main reason is the distance. Conclusion: The hospital should increase community residents’ acceptance, form a hospital brand with the characteristics of integrated traditional Chinese and western medicine, and adjust the orientation of medical service.